The biggest risk with AI isn't that it gets customer interactions wrong. It's that it gets them almost right.

When AI responses become generic or inconsistent, most organizations assume they have a prompt problem. Susan Westwater argues they're solving the wrong problem. Those results often point to weaknesses in the workflows, governance, and brand systems behind the AI.

In this episode, Susan explains why AI doesn't create inconsistent customer experiences—it scales the systems already in place. If your AI doesn't sound like your brand, the answer probably isn't another prompt. It's a better workflow.

In This Episode

• What generic AI responses reveal about your customer experience
• Why better prompts won't fix broken workflows
• The difference between prompts and AI workflows
• How governance protects brand trust while enabling faster responses
• Where to start if you only have time to improve one workflow

Free Resource

Susan created a free AI Draft Review Checklist to help teams identify workflow gaps before they become customer experience problems.

➡ Download it at pragmatic.digital/checklist

Need a Bigger Picture?

Wondering what AI might be revealing about your own customer experience?

Brooke's Social Care Audit evaluates response times, governance, workflows, and brand voice to uncover the operational gaps affecting customer experience and AI performance. bsquared.media/social-care-audit