In this recap, Angus and Pete look at the real story behind AI in the world of customer engagement. They discuss a study that found AI isn’t taking jobs but is creating new tasks for workers. The conversation also covers how AI is changing the way we measure customer service. It’s becoming less about speed and more about making things easy for the customer. They finish by talking about the often-overlooked costs and risks, from data quality and compliance to the environmental impact of AI.

Here are five things you will learn from the episode:

• AI isn't taking jobs in customer service yet. Right now, it’s more about helping people be more effective and efficient, rather than replacing them.


• Benefits depend on company support. You only see real time savings and quality improvements when employers actively train and encourage their staff to use AI as part of their daily work.


• Metrics are changing. Customer experience is evolving, and new measures like customer effort score and sentiment analysis are becoming more important.


• There are significant hidden costs and risks. You have to consider platform costs, implementation, data quality, compliance, and environmental impact to see the full picture.


• It’s a strategic shift, not a simple tech fix. For AI to work, it requires a cultural change within the organisation. Everyone is still learning, so honest conversations are important.