Easy street usually isn’t the prettiest.

It’s easy to get caught up in automating experiences (offered by humans) instead of processes.

A perhaps lukewarm take in today’s AI climate is that companies that go full-court press on providing Human (blasphemous, I know) First Class customer experience will win.

Processes are often… less clear. Data may be is often disparate. Ownership is a hot potato.

Customer service protocols and scripts on the other hand are highly visible, tangible, and understandable. Particularly for a person shelling out automation dollars.

We’ve heard about Other Companies automating customer service capabilities.

Monkey see (... read, … hear), monkey do. Or, monkey thinks about doing, at least.

Without the mental models and reps in identifying AI use cases among our processes, easy-to-do usually beats important-to-do; a flavor we fight as individuals in our own lives and surely one businesses are wrangling with adoption pressures.

But corporate easy-to-dos are (usually) hard(er) to walk back.

Trust takes time to build and no time to lose.