{"id":75690,"date":"2025-11-04T11:32:54","date_gmt":"2025-11-04T11:32:54","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=75690"},"modified":"2025-11-04T11:32:54","modified_gmt":"2025-11-04T11:32:54","slug":"why-95-of-ai-pilots-fail-and-how-to-be-the-5-that-wins-puzzel","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/why-95-of-ai-pilots-fail-and-how-to-be-the-5-that-wins-puzzel\/","title":{"rendered":"Why 95% of AI Pilots Fail \u2013 and How to Be the 5% That Wins"},"content":{"rendered":"<p><strong>Rhys Fisher<\/strong> sits down with <strong>Will Penn, Senior Sales Engineer at Puzzel<\/strong>, to unpack one of the most talked-about trends in customer experience: AI co-pilots.<\/p>\n<p>While many organizations jump into AI hoping for instant transformation, the reality is more complex. Will shares insights into why so many pilots fizzle out, how to lay the right data foundations, and why empathy \u2013 not just efficiency \u2013 will define the future of CX.<\/p>\n<p>If you\u2019re looking to get real ROI from AI, this conversation is a must-watch.<\/p>\n<p>The CX industry is buzzing with AI promise, but most organizations aren\u2019t unlocking its true potential.<\/p>\n<p>In this insightful interview, Puzzel\u2019s Will Penn breaks down the real reasons AI pilots fail and how leaders can reverse the trend with deliberate strategy.<\/p>\n<p>Why AI projects fail fast: Fragmented data, poor foundations, and lack of precision lead to early abandonment.<\/p>\n<p>The power of precision: How starting with low-friction, high-impact automations (like note taking) drives adoption.<\/p>\n<p>Empathy + efficiency: Why the future isn\u2019t bots vs. humans but a hybrid model that blends AI speed with human understanding.<\/p>\n<p>Real-world success: How Puzzel\u2019s Live Summary tool helped Help Insurance boost compliance, quality, and customer experience.<\/p>\n<h2>Next Steps<\/h2>\n<ul>\n<li>Audit your data foundations before launching new AI tools.<\/li>\n<li>Start small: automate the tasks no one likes doing first.<\/li>\n<li>Explore Puzzel\u2019s Co-Pilot and Live Summary to boost agent performance.<\/li>\n<li>Subscribe to CX Today for more expert conversations and practical insights.<\/li>\n<\/ul>\n<div id=\"buzzsprout-player-18130391\"><\/div>\n<p><script src=\"https:\/\/www.buzzsprout.com\/1557728\/episodes\/18130391-why-95-of-ai-pilots-fail-and-how-to-be-the-5-that-wins.js?container_id=buzzsprout-player-18130391&#038;player=small\" type=\"text\/javascript\" charset=\"utf-8\"><\/script><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Rhys Fisher sits down with Will Penn, Senior Sales Engineer at Puzzel, to unpack one of the most talked-about trends in customer experience: AI co-pilots. While many organizations jump into AI hoping for instant transformation, the reality is more complex. Will shares insights into why so many pilots fizzle out, how to lay the right [&hellip;]<\/p>\n","protected":false},"author":4983,"featured_media":75693,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61016,60908],"class_list":["post-75690","post","type-post","status-publish","format-video","has-post-thumbnail","hentry","category-contact-center","category-customer-analytics-intelligence","category-tv","tag-artificial-intelligence","tag-automation","post_format-post-format-video","brands_to_track-puzzel","editorial_type-interview","intent-evaluation","target_audience-enterprise-buyer"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why 95% of AI Pilots Fail \u2013 and How to Be the 5% That Wins - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center &amp; 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