Unlike other high-risk AI applications, customer service AI can be deployed rapidly in enterprises. The existing infrastructure for escalating issues to human agents provides a natural, low-risk safety net, giving leaders confidence to go live.

Don't try to optimize your strongest departments with your first AI project. Instead, target 'layup roles'—areas where processes are broken or work isn't getting done. The bar for success is lower, making it easier to get a quick, impactful win.

To overcome employee fear, don't deploy a fully autonomous AI agent on day one. Instead, introduce it as a hybrid assistant within existing tools like Slack. Start with it asking questions, then suggesting actions, and only transition to full automation after the team trusts it and sees its value.

Begin your AI journey with a broad, horizontal agent for a low-risk win. This builds confidence and organizational knowledge before you tackle more complex, high-stakes vertical agents for specific functions like sales or support, following a crawl-walk-run model.

A clear framework for managing AI-driven change is essential. It involves four key steps: 1) Secure absolute buy-in from leadership. 2) Involve frontline workers in the conversation. 3) Have leadership consistently and transparently communicate positive intent. 4) Create a safe environment for experimentation and learning.

To successfully implement AI, approach it like onboarding a new team member, not just plugging in software. It requires initial setup, training on your specific processes, and ongoing feedback to improve its performance. This 'labor mindset' demystifies the technology and sets realistic expectations for achieving high efficacy.

To mitigate risks like AI hallucinations and high operational costs, enterprises should first deploy new AI tools internally to support human agents. This "agent-assist" model allows for monitoring, testing, and refinement in a controlled environment before exposing the technology directly to customers.

A common misconception is that AI agents are "set it and forget it" technology. In reality, they require daily coaching, especially in the first 30-60 days. Using scorecards, giving feedback, and continuously training them on new offers and content is crucial for maintaining brand voice and ensuring high performance.

For companies wondering where to start with AI, target the most labor-intensive, process-driven functions. Customer support is an ideal starting point, as AI can handle repetitive tasks, leading to lower costs, faster response times, and an improved customer experience while freeing up human agents for more complex issues.