From the research findings, it seems that most people still believe in the importance of the human touch in their interactions with brands. In our survey, 44% said that they do not think AI will impact them positively in any way and 52% said that it would make dealing with brands more impersonal. You can take a look at this recent blog by my colleague Dave Pattman, Innovation Director at Webhelp, for a deeper dive into the research results, but as I read the results it made me think about some of the complexities of using AI in the customer service environment. When designing any customer service solution the ultimate objective is to deliver a fantastic customer experience (CX), so AI should really just be one more tool or option – why has it recently been under so much scrutiny? It's clear to me that we have been barrelling along what the industry analyst firm Gartner calls'the hype cycle' for the past couple of years with AI.