CX Today Why 95% of AI Pilots Fail – and How to Be the 5% That Wins
6 snips
Dec 11, 2025 
In this insightful discussion, Will Penn, Senior Sales Engineer at Puzzel, tackles the complexities of AI co-pilots in customer experience. He reveals why 95% of AI deployments fail, pinpointing fragmented data and poor planning as key culprits. Will advocates for starting with small, tedious tasks to foster adoption while emphasizing the importance of blending empathy with efficiency in AI solutions. He shares a success story from Help Insurance, illustrating how effective tools can boost compliance and customer interaction. A must-listen for anyone diving into AI!
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Data Is The Real Bottleneck
- AI pilot failures usually stem from poor data foundations and fragmented systems, not model quality.
- The 5% that succeed have clean data, measured KPIs, and deliberate, precise rollouts.
Automate The Tasks Nobody Likes
- Start small and automate low-friction, high-impact tasks first to drive adoption.
- Target jobs people dislike (e.g., call note-taking) so results are measurable and adoption spreads.
Empathy And Efficiency Can Coexist
- Efficiency and empathy are complementary when automation handles routine work and humans handle high-value interactions.
- Freeing agents from admin tasks raises their emotional bandwidth and improves empathetic service.