Let's Talk About the AI Delulu

(The Contact Centre Edition)

Admin

10/28/20251 min read

Following up on last week's Integration Delulu post...

"Just add AI to your contact centre," they said. "It'll be transformational," they promised.

Three months later, the reality hits hard:

The Frustrated Customer: Your AI chatbot just sends customers in a loop, asking the same three questions it can't answer. CSAT scores dip lower than pre-AI.
The Demo Mirage: Voice recognition that worked perfectly in the slick sales demo is now failing to parse accents, background noise, and quick speech in production. ($100K down the drain.)
The Hidden Cost: Integration with your existing 10-year-old CRM? The consultant smiles and says, "That'll be another $200K for a custom API layer."

Here's the brutal truth nobody selling you AI wants you to hear: AI is only as good as the infrastructure it sits on.

When the foundation is broken, the results are:

Choppy Voice Quality (bad codecs/jitter) -> AI transcription fails, leading to inaccurate summarisation and broken routing.
Siloed Data (CRM, Billing, Order History separate) -> AI can't access context, forcing customers to repeat themselves.
Incorrect SIP Configuration -> AI won't even connect to the call. It's a shiny, expensive paperweight.
No Conversation Design -> The bot speaks like a robot, not a helpful human, destroying the brand experience.

The AI Delulu believes you can skip the foundational infrastructure work and jump straight to the sexy stuff. It’s an expensive shortcut that only leads to frustration.

At Canzuki, our CX Detox Process is built on facing these unsexy realities first:

Voice Infrastructure Audit: We fix the codecs, optimise the network path, and ensure crystal-clear audio. (Boring but critical.)
Data Flow Mapping: We connect the silos, establish a true 360-degree customer view, and build the context layer. (Unsexy but necessary.)
Integration Architecture Review: We ensure your new tools don't buckle your legacy systems. (Tedious but truly transformational.)

THEN we talk about AI because AI on a broken foundation is just an expensive way to automate a bad customer experience.

Stop falling for the AI Delulu. Build it right, and the transformation will be real.

#CXTransformation #AI #ContactCentre #Infrastructure #Canzuki #CustomerExperience