CX Myth #2: Great CX Starts with Automation and AI

Jamie Smith at UJET explores the myth of “Great CX starts with automation and AI”.

MYTH 2

• The myth: “Great CX starts with automation and AI”
• The reality: Great CX starts with understanding, not automation

Let’s be honest. AI is everywhere right now. And vendors are racing to slap “AI-powered” onto every product pitch, demo, and dashboard. But in the rush, a lot of companies are starting in the wrong place.

They’re automating first, then wondering why customers feel frustrated, ignored, or worse, trapped.

It’s not that automation is bad. It’s just that it’s being used without context. Without empathy. Without understanding.

We’ve all been there. You just want to ask a simple question, and instead you’re stuck in an endless loop with a bot that can’t tell if you’re angry, confused, or in a hurry.

Frankly, it doesn’t matter how “intelligent” the tech is. If it’s not grounded in your intent, your history, or your preferences, it’s not helping.

That’s not intelligence. That’s indifference.

Here’s the truth: Great customer experience doesn’t start with automation, it starts with understanding.

Knowing what the customer wants, where they’re coming from, and what matters to them… before you throw AI into the mix. When AI is layered on top of real customer insight, it works. It’s seamless, fast, and even delightful.

But when AI is used instead of insight? It’s just noise.

Forward-thinking platforms are starting from customer context, not code. They build from the customer out, not the tech in.

Starting with data that lives in the moment – preferences, behaviour, verified identity – and use it to power AI that actually makes things better. Not just faster, but smarter. More human.

So when someone reaches out, they’re not just met with a bot. They’re met with relevance. A response shaped by who they are, what they’ve done, and what they need right now.

The result? Fewer transfers. Happier customers. And agents who can focus on real problems, not repetitive scripts.

This blog post has been re-published by kind permission of UJET – View the Original Article

For more information about UJET - visit the UJET Website

About UJET

UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. UJET's AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights.

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: UJET
Reviewed by: Jo Robinson