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The biggest strategic mistake executives are making right now? Treating customer service AI as a cost-reduction checklist. They're rushing to automate everything without ever asking the $1M question: "When does this interaction demand human judgement?

You’ve read the reports, sat through the board meetings, and perhaps winced at the sky-high token count of an over-ambitious Generative AI pilot. You know the truth: AI is not a magic wand for cost-cutting, especially not in high-stakes Customer Experience. The goal shouldn't be to replace humans with machines; it should be to strategically leverage automation to handle the transactional and free up our most empathetic agents for the truly transformational.