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Will Penn
Senior Sales Engineer at Puzzel with expertise in AI co-pilots for contact centres, focusing on data foundations, automation and blending empathy with efficiency in CX.
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Nov 4, 2025
• 17min
Why 95% of AI Pilots Fail – and How to Be the 5% That Wins
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Will Penn, Senior Sales Engineer at Puzzel, brings a wealth of knowledge about AI co-pilots in customer experience. He reveals why 95% of AI pilots fail, highlighting issues like poor data foundations and fragmented systems. Will emphasizes the importance of starting with simple automations to build adoption. He advocates for a hybrid approach where machines enhance human empathy instead of replacing them. Real success stories, like Help Insurance using Puzzel’s Live Summary, showcase the potential of well-implemented AI strategies.
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