Is “AI Optimism” Compromising Your CX Strategy?

AI has been hailed as the ultimate game-changer for customer experience, driving a surge in “AI Optimism”. But as many customer contact leaders are now discovering, the reality is far more complex.

Despite huge investments and bold promises, workloads are rising, customer expectations are intensifying, and many are struggling to see a meaningful return on their AI investments.

So, what’s really happening behind the scenes? To find out, we spoke to Brad Cleveland to understand more about the misplaced confidence that technology alone will fix deep-rooted operational challenges, and how to bring “AI Realism” to the forefront of your CX strategy.

There’s a Widely Held Belief That AI Will Solve Everything

“AI Optimism” is the widespread belief that AI will cut costs, reduce headcount, and quickly deliver transformative results – just like magic!

However, leaders too frequently underestimate the complexities involved in successfully deploying AI. These include data readiness, employee alignment, and change management, as well as using AI safely and wisely.

So, while this optimism can drive innovation, overconfidence can lead to disappointment if organizations overlook these critical factors.

Yet this mindset isn’t new.  

“Every big wave of innovation – including the internet – came with this sense of confidence and expectation.

Therefore, organizations have often approached each new technology with enthusiasm, assuming it will fix long-standing operational challenges without fully understanding what’s required to make it work.” – Brad Cleveland

If you are looking for advice on how contact centres are embracing the latest in AI and automation, read our article: What Are Intelligent Contact Centres Doing Right Now?

The Key Is to Balance “AI Optimism” With “AI Realism”

The key is to balance this optimism with “AI Realism”, as it can still bring tremendous value, but only when organizations look beyond the hype and take a grounded, realistic approach to implementation.

This journey starts by taking an honest look at the real challenges out there right now.

So why are workloads going up?

• Suppressed demand coming in as service improves
• Growing product complexity
• More channels in the mix (as any contact centre manager who’s been around for a while will tell you, just adding a channel doesn’t just remove that work from other channels – it tends to grow contacts!)
• Tougher issues landing with teams as self-service grows
• Rising compliance, fraud, and regulatory pressures

When combined, this results in far more work – not less!

So, the raw truth is that while AI is undoubtedly having an impact, it’s not eliminating demand. It’s reshaping it!

The Best Leaders Are Focusing Their Time on Specifics – Not Generalities

Therefore, the best leaders right now are the ones moving forward with their eyes wide open – mapping out the key components of their customer journey, including customer types, contact types, where the work is happening and HOW it’s happening.

All of which helps to make the opportunities and potential use cases for AI a lot more obvious.

Quite frankly, it’s about getting very specific – not talking in generalities. As this is what’s going to drive true ROI; carefully blending human insight and AI side by side to meet customers’ needs effectively – even as they continue to evolve.

For advice on what it takes to turn a bad team leader into a good team leader, read our article: Turn a Bad Team Leader Into a Good Team Leader

How to Bring “AI Realism” to the Forefront of Your CX Strategy

The challenge for leaders now is to channel optimism into realism – turning hype into practical, measurable outcomes that serve both customers and agents.

Need help? Here are 5 key steps to help you turn the situation around:

1. Map the Customer and Contact Landscape

Get clear on who your customers are, why they contact you, and how they interact across channels. Once you understand the full ecosystem, the right AI opportunities become much more visible.

2. Balance the Present and the Future

Keep one foot in today – ensuring operations run smoothly – and one in tomorrow by building the data, systems, and culture that will power sustainable AI success.

3. Blend Human and Machine Intelligence

True ROI comes from humans and AI working side by side. Invest in training, tools, and workflows that allow AI to support agents – not replace them.

4. Stay Close to Your Frontline Teams

As a leader, you must see how the work really happens. Spend time with agents, observe how AI tools are performing, and bring other departments into the contact centre to witness customer reality firsthand.

5. Treat AI as a Tool – Not a Strategy

Your strategy is to meet customer needs and deliver great service – AI is there to enable that mission, not define it. It’s a big but necessary mindset shift to drive true success!

After all, turning “AI Optimism” into “AI Realism” doesn’t mean losing enthusiasm – it means grounding it.

By focusing on clarity, connection, and continuous improvement, CX leaders can ensure AI delivers not just efficiency, but real, lasting value for their customers and organizations alike.

If you are looking for more information on using AI in contact centres, read these articles next:

• Balance Automation and Personalization in CX
• 10 New Ways Tech Is Helping Agents Right Now
• Are IVRs and ACDs Really Being Displaced by AI?

Author: Megan Jones
Reviewed by: Xander Freeman