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A customer service agent wearing a headset and sitting in front of a computer monitor uses AI in customer service to process a request.

Customer Service May 19, 2026

Why so many AI pilots in Customer Service fail – and how to make them work

For many companies, customer service is an obvious starting point for experimenting with AI. The demo is convincing. Expectations are high. Nevertheless, only a few pilot applications make it into regular productive operation. Three typical patterns and concrete approaches to how AI works in service "

Why so many AI pilots in Customer Service fail – and how to make them work