Rhys Fisher sits down with Will Penn, Senior Sales Engineer at Puzzel, to unpack one of the most talked-about trends in customer experience: AI co-pilots.

While many organizations jump into AI hoping for instant transformation, the reality is more complex. Will shares insights into why so many pilots fizzle out, how to lay the right data foundations, and why empathy – not just efficiency – will define the future of CX.

If you’re looking to get real ROI from AI, this conversation is a must-watch.

The CX industry is buzzing with AI promise, but most organizations aren’t unlocking its true potential.

In this insightful interview, Puzzel’s Will Penn breaks down the real reasons AI pilots fail and how leaders can reverse the trend with deliberate strategy.

Why AI projects fail fast: Fragmented data, poor foundations, and lack of precision lead to early abandonment.

The power of precision: How starting with low-friction, high-impact automations (like note taking) drives adoption.

Empathy + efficiency: Why the future isn’t bots vs. humans but a hybrid model that blends AI speed with human understanding.

Real-world success: How Puzzel’s Live Summary tool helped Help Insurance boost compliance, quality, and customer experience.

Next Steps

Audit your data foundations before launching new AI tools.
Start small: automate the tasks no one likes doing first.
Explore Puzzel’s Co-Pilot and Live Summary to boost agent performance.
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