In my experience, AI customer service agents can be really helpful for some things, but when they aren’t helpful they are the most annoying thing in the world.

I think this leads to a problem because leadership might see metrics showing that the AI service agent successfully helped with 80% of the questions it is asked, but they don’t realize how damaging that 20% is. Over time, more and more of your customer base is going to hit that 20%, so eventually everyone is pissed off at you.

It would be like if 1 in 100 Cheerios in a box were made of poop. It doesn’t matter that most of them are fine, people are going to remember that one cheerio more than the 99 others.

My analogy for this sort of thing is always sand in the lettuce. It's amazing how easily you can ruin lettuce if it just occasionally crunches against your teeth in that particular way: you start dreading the sensation. You can't see it coming, it's not constant, but it's horrible.