Everyone's talking about AI making things — Midjourney, ChatGPT, the works But here's the CX angle nobody's saying loudly enough:

AI can draft the reply. It can't own the outcome.

I use AI daily to speed up support, summarizing tickets, drafting first responses, spotting patterns across hundreds of conversations. It's made me faster. But an angry, confused, about-to-leave customer? That's still a human job. AI handles the volume so people can handle the moments that matter.

The teams winning right now aren't replacing support with AI. They're using AI to give support more time to be human.

How's AI showing up in your workflow?