{"id":76471,"date":"2025-11-26T10:18:27","date_gmt":"2025-11-26T10:18:27","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=76471"},"modified":"2025-11-19T16:33:45","modified_gmt":"2025-11-19T16:33:45","slug":"stop-wasting-money-on-empty-ai-build-value-that-lasts-miratech-cs-0045","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/stop-wasting-money-on-empty-ai-build-value-that-lasts-miratech-cs-0045\/","title":{"rendered":"Stop Wasting Money on Empty AI: Build Value That Lasts"},"content":{"rendered":"

We\u2019ve all been guilty of blindly following the latest trend at one point or another.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

For this writer, as much as it pains me to admit, it was the trademark side-swept fringe and uncomfortably tight jeans of an emo teenager.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

For younger readers, it might be the current, inexplicable obsession with Labubus, which one day you\u2019ll look back on with confused nostalgia.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

Whatever your vice, the good news is that some mortifyingly embarrassing photos and a small amount of wasted cash are probably all you have to worry about.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

Unfortunately, for major enterprises delivering customer experiences that matter, deciding to hitch their wagon to the wrong trend can have far more damaging results.\u00a0<\/span>\u00a0<\/span><\/p>\n

Right now, there is no bigger CX trend than AI. Be it chatbots, agent-assist tools, or QA, enterprises are experimenting with AI wherever and however they can.\u00a0<\/span>\u00a0<\/span><\/p>\n

Of course, this isn\u2019t to say that AI should be ignored; the technology\u2019s potential to drastically alter and enhance CX is undeniable. But despite the hype, not every AI deployment delivers the results businesses expect.\u00a0<\/span>\u00a0<\/span><\/p>\n

For <\/span>Joseph Kelly<\/span><\/b>, <\/span>Solutions Architect at Miratech<\/span><\/b>, part of the issue is the ubiquitous nature of the tech, as he explains:\u00a0<\/span>\u00a0<\/span><\/p>\n

Everything is AI. But is it just AI for AI’s sake?<\/span>\u00a0<\/span>\u00a0<\/span><\/p><\/blockquote>\n

\u201cCustomers really need to hone in on the right strategy to start with. In the CCaaS space, in customer experience and employee experience, first getting strategy right will help cut through a lot of the clutter and get to the heart of how AI can really help.\u201d\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

Kelly\u2019s point hits at a real challenge: how to separate genuine AI value from marketing spin.<\/span>\u00a0<\/span><\/p>\n

Vendors are quick to slap \u2018AI-powered\u2019 on everything, from natural language understanding to speech recognition; the trick is knowing what will actually move the needle.\u00a0<\/span>\u00a0<\/span><\/p>\n

The Hype vs. Reality<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

When organizations are hype-driven, they run the risk of deploying technology without a defined goal, which often results in overspending.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

Kelly notes that even established tools like NLU IVRs have been \u2018AI-powered\u2019 in marketing terms for years, without fundamentally improving the experience.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cIt\u2019s about cutting through the marketing and sales speak on what is really AI, and what\u2019s not,\u201d he says.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThen, you look at where you want to start to make real change. Are you looking to enhance your customer experience with AI? Or your agent experience with AI? That\u2019ll help guide you where you\u2019re trying to get to.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

Enterprises that clarify their objectives \u2013 whether it\u2019s reducing call volumes, boosting first-contact resolution, or improving agent workflow \u2013 are far more likely to see tangible benefits from their AI deployments.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

Start Small, Solve Real Problems<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

For organizations just starting with AI, Kelly believes the best approach is to take things step-by-step.<\/span>\u00a0<\/span><\/p>\n

For example, he highlights practical pilots like agent-assist, smarter routing, and call deflection as good examples of \u201cseeing how the technology can help agents provide more informed and efficient answers to customer inquiries.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

Small-scale projects reduce risk and can produce immediate wins against clear goals to build on. Routing customers correctly the first time reduces wait times; agent-assist tools speed up complex resolutions. These early wins build momentum and justify wider adoption.\u00a0<\/span>\u00a0<\/span><\/p>\n

However, in order for these pilots to be successful, he emphasizes the need for \u201cgood, accurate data that the AI can access.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

Once pilot projects show value, scaling AI requires alignment with broader business goals. Efficiency, personalization, and agent experience must stay front and center. But again, data is at the heart of it all.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cWhere am I going to house all of this information?\u201d Kelly asks.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cDoes it have to be in the CCaaS vendor\u2019s platform? Do I need a way to connect these things so a change in one system propagates to another?\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

Kelly also cautions that adding AI won\u2019t fix a weak foundation.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u00a0If you don\u2019t have a really stellar customer experience today, adding AI is not going to provide the benefits you\u2019re probably thinking it can.<\/span>\u00a0<\/span><\/p><\/blockquote>\n

Consolidating data, optimizing knowledge management, and improving processes must come first.\u00a0<\/span>\u00a0<\/span><\/p>\n

Avoiding AI for AI\u2019s Sake<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

For Kelly, the major contributors to AI project failures are vanity projects, poor integration, and a lack of adoption by agents and customers.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

To combat this, change management is critical.\u00a0<\/span>\u00a0<\/span><\/p>\n

Agents need confidence in new tools, and customers must feel automation improves \u2013 not hinders \u2013 the experience. Without this, even advanced AI can underperform.\u00a0<\/span>\u00a0<\/span><\/p>\n

This is where Miratech can help. By grounding AI projects in business needs and guiding enterprises through data strategy, integration, and adoption, the company turns AI investments into tangible, measurable business outcomes.<\/span>\u00a0<\/span><\/p>\n

This all means <\/span>AI <\/span>doesn\u2019t<\/span> have to be <\/span>just a buzzword<\/span> or trend<\/span>. When used with clear goals, it can <\/span>truly <\/span>transform customer experience \u2013 improving efficiency, personalization, and agent empowerment.\u00a0<\/span>\u00a0<\/span><\/p>\n

The key is to have a purpose: and then start small, scale strategically, and let AI serve the business, not the other way around.\u00a0<\/span>\u00a0<\/span><\/p>\n

\n

You can learn more from Joseph Kelly on how to maximize your CCaaS migration by <\/span><\/i>checking out this article<\/a>.<\/span><\/i><\/p>\n

You can also discover Miratech\u2019s full suite of solutions and services by <\/span><\/i>visiting the website today<\/span><\/i><\/a>.<\/span><\/i>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

We\u2019ve all been guilty of blindly following the latest trend at one point or another.\u00a0\u00a0\u00a0 For this writer, as much as it pains me to admit, it was the trademark side-swept fringe and uncomfortably tight jeans of an emo teenager.\u00a0\u00a0\u00a0 For younger readers, it might be the current, inexplicable obsession with Labubus, which one day […]<\/p>\n","protected":false},"author":4983,"featured_media":76475,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[62073],"class_list":["post-76471","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-automation-in-cx","tag-ai-agents","tag-artificial-intelligence","tag-ccaas","tag-ccaas-migration","tag-digital-transformation","brands_to_track-miratech","editorial_type-interview","intent-discovery","target_audience-enterprise-buyer"],"acf":[],"yoast_head":"\nStop Wasting Money on Empty AI: Build Value That Lasts - 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