This episode dives into the chaos that happens when companies roll out AI customer service without proper training, testing, or a backup plan. From misunderstood accents to outdated scripts and frustrating dead-ends, we explore why smart systems can still create terrible experiences. AI isn’t supposed to be perfect, but your implementation strategy should account for that. If your tech adds friction instead of removing it, the problem isn’t the tool, it’s how you’re using it.

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