< Home / Blog / Defending AI: a balanced perspective on its benefits and challenges.

AI’s positive impact on customer experience.

AI as an ally, not a replacement.

Ethical considerations and safety.

Defending AI: a balanced perspective on its benefits and challenges.

Jonas Berggren

Head Of Business Development NE

Core services

AI,

customer service,

Published on Thu May 15 2025

Updated on Fri Aug 08 2025

7 minute read

As we navigate the dawn of the AI era, I feel compelled to defend the transformative potential of artificial intelligence. Humans have a natural tendency to focus on negative news. This negativity bias explains why headlines often highlight the dangers of AI. Stories about AI replacing jobs dominate the news, overshadowing the technology's potential benefits. For example, Forbes recently claimed that AI is taking over accounting jobs, and the Washington Post suggested that chatbots might render human customer service agents obsolete

While AI presents challenges, it offers immense benefits that can enhance our lives and work. Brilliant minds are dedicated to ensuring AI technology is safe and ethically sound. Humanity has always faced fears and challenges with new technologies, much like we did during the Industrial Revolution. Initially, there were significant concerns about job loss and societal upheaval, yet today, we reap the benefits of industrial advancements. Handcrafted items have even become premium products, valued for their unique quality. I'm not a futurist, but I see that some consumers may prefer and pay a premium for exclusively human interaction. This resonates with those experienced in CX, where the human touch has always been crucial. As AI evolves in customer service, the value of human empathy and personalized communication could become a luxury service. Some customers might prefer the nuanced, emotionally intelligent interactions only humans can provide, especially in sensitive and complex situations. I recommend you listen to Anders Sorman-Nilsson's LinkedIn post, in which he thoughtfully discusses the authentic human voice and its distinctions from AI-generated speech. Let me balance our discussion by highlighting the practical benefits of AI that we are already seeing today

AI’s positive impact on customer experience.

In customer service, AI not only enhances operational efficiency but also helps businesses cultivate stronger and more meaningful relationships with their customers. Integrating AI in CX operations can significantly reduce costs by optimizing resource allocation and decreasing the workload on human agents. Here are some of the most popular use cases I have seen. Agent Assist enhances customer service interactions, boosting agent performance, quality, and sales. This strengthens customer relationships and lowers total costs. Agent Trainer GenAI technology enables training bots to replicate human conversations using various personas and intents. It also offers valuable feedback on agents' performance, highlighting areas for improvement. Callbacks offers fully automated callback software designed to maximize reachability and streamline workload management in service centers. Insights empower leaders and teams to identify patterns and trends, leading to better service and business enhancements. Machine learning enhances efficiency and personalizes customer experiences through data-driven insights and predictions. Conversational Analytics empowers businesses to boost efficiency and deliver personalized customer experiences. Clear, data-driven insights and predictions help you make informed decisions and stay in control of interactions with your customers. IVR improves customer interactions by replacing outdated keyword-based and traditional IVRs with a natural language approach. This ensures accurate routing and enhances customer experience, ultimately reducing your total cost of ownership. Knowledge Base Assist seamlessly connects to existing knowledge sources, organizing, updating, and delivering relevant and contextual information right at your agents fingertips. Real-time Translation instantly translates text and voice conversations, enabling access to cost-effective locations, managing real-time peaks efficiently, and significantly reducing TCO.

AI as an ally, not a replacement.

A common theme emerges in these positive applications: AI is a tool that helps professionals perform better. It’s not about replacing radiologists, teachers, or customer service agents but augmenting their abilities. AI can make accountants more productive, improve customer self-service options, and act as a real-time digital adviser in contact centers.

Ethical considerations and safety.

As we embrace AI's potential, addressing concerns and ethical considerations is essential. Many experts are working diligently to ensure AI technology is safe, fair, and beneficial for all. Balancing these concerns with progress is crucial to maximizing AI's positive impact on society. While the media may highlight the potential downsides, AI holds the promise of creating a better, more efficient, and more connected world. By focusing on its positive aspects, we can work on improving its weaknesses.

Ready to jump on the AI train?

Leading Voices: most brands fail at agentic AI. Our solutions experts share how yours can win.

Transcom

Created at Thu Sep 17 2026

6 min read

Leading Voices: most brands fail at agentic AI. Our solutions experts share how yours can win.

Something happens when a technology concept outpaces the terminology we have to describe it. Across the customer experience landscape, vendors start applying the same label to wildly different things. For instance, industry leaders start buying into the AI label instead of its real operational capability. And somewhere between the pitch deck and the production environment, the real question gets lost: does any of this actually address a real operational need? Agentic AI has reached that stage.

Defending AI: a balanced perspective on its benefits and challenges.

AI’s positive impact on customer experience.

AI as an ally, not a replacement.

Ethical considerations and safety.

Ready to jump on the AI train?

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Leading Voices: most brands fail at agentic AI. Our solutions experts share how yours can win.

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