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AI is the next big thing in customer service. At least, this is what everyone says. And they are not wrong. Businesses are digging old chatbots in favor of clever AI agents, promising rapid reactions, low costs and a customer experience so that it is practically shining.
But here is the case: AI will not be found there alone. The real game-chanter is not just intelligence, it is execution. Where AI lives, how it attaches customers and whether it actually works on a scale, all differences between a smooth, automatic future and yet another disappointing digital dead-end.
Why AI needs the right channels
Most businesses are default for SMS and email, because, okay, that is what they have always done. But these channels are transactions, which are designed for one-closed update rather than dynamic conversations. An AI agent felt as modern as a fax machine about firing texts.
Instead, in-app messaging unlocks the actual AI capacity-interactive, to suit the visual and customer needs. Imagine an AI that instead of dumping the text walls, guiding a user through a support issue with buttons, images and relevant signals. This is the difference between an auxiliary consolidation and reading a robot from a script.
Infrastructure: Unseen AI hurdle
The most clever AI in the world is useless if it falls behind, crashes or overwhelmed. To feel natural for AI conversations, they need to be faster power-fast-up-100ms. And they need to handle millions of users at once, not only in a handful of test cases.
The best AI platform does not just provide smart reactions; They originally integrate with CRM, Helpdesk and messaging apps, ensuring that AI fits into existing workflows rather than creating new headache. AI agents who do not just chat, but actually work.
Scale without breaking the rules
AI may be a future, but regulation is not going anywhere. Data privacy, compliance and safety remains non-perfect, especially in industries where a misconception can give rise to cases rather than only lost customers. Businesses require AI that meets GDPR, SOC II and HIPAA standards, not only AI which seems clever in a demo.
And beyond compliance, monitoring is important. The effectiveness of AI depends on continuous refinement, which means that businesses need a clear insight to how AI is performing, where it is falling less and how to improve it.
AI is the beginning, not the solution
AI customer service is not just about taking the right bot. The actual investment is in everything that surrounds it: channels, infrastructure, compliance and operational strategy. Those who correct it will not live just with competition – they will set standards for customer service.
Want to correct AI customer service? visit Sendbird.com,
