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As litigators begin to go after AI systems and those that deploy them, every human in the technology-deployment chain must carefully consider how much an AI-sponsored error is worth.
I have yet to meet anyone who enjoys being in direct communication with an AI tool. AI-augmented CX systems may provide some efficiencies, but those efficiencies often translate into
high levels of customer dissatisfaction. With this in mind, and studies of various flavors indicating that
AI is a low trust technology, it’s important for anyone considering the deployment of highly advanced and seemingly sophisticated AI-based products and services to consider the downside(s). A systematic deep dive in the cost-benefit analysis is a wise idea, particularly given the fact that the AI bar is just revving up.
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