Over time, however, I realized that there were too many projects that stalled somewhere between the “Start Small” and “Scale Fast” phases.

There is not a “one-solution-fits-all” solution in this space, which makes implementing a solution challenging. There is, however, a common framework that companies can consider when looking to implement customer service automation.

Harvard professor Karim Lakhani famously said, “AI is not going to replace humans, but humans with AI are going to replace humans without AI.” This statement rings especially true in customer service.