6 things to know before you use AI on your customers

But if you're looking for our most hated automated thing in the universe, that's easy. It's the Interactive Voice Response (IVR) system, better known as a phone tree. While bots may one day have the potential to replace customer support and e-commerce, human touch will remain essential to the experience for the foreseeable future. Leverage bots to handle the basics, but also create easy opportunities for customers to connect with a live human (or have one call back) if the interaction gets stalled.