AI is carjacking CX

AI is carjacking user satisfaction. GTA-style.

It’s yanking humans out of the seat, driving off, and crashing the account down the road.

• Chatbots are easier than manning chat
• Ticketing systems are easier than email
• GPTs are easier than writing

And… it kind of sucks.

Users don’t get the UX they want. We feel like a number. Invisible.

“Thank you for holding, your call is very UN-important to us.”

But it’s not AI’s fault.

It’s our fault.

AI is great at UX enhancement.
AI is awful at UX replacement.

There’s a super-easy fix:

Want to show users you care?
↳ Show them you care!

Want to make users feel special?
↳ Make them feel special!

Want them to feel worthy of your time?
↳ Treat them that way!

Use AI to ENHANCE a delightful user experience.

But don’t forget that a delightful user experience is the goal.