Friday, January 22, 2021
CX Tech

Is Artificial Intelligence Overhyped?

SmarterCX Team
August 13, 2018

2 minute read

Artificial intelligence is one of the most hyped-up and talked-about technologies in customer experience. But is it possible that AI is being over-hyped?

We asked CX leaders including Michael Krigsman, Industry Analyst, CXOTalk; David Mingle, Principal, CXAdvisors Group, and Brian Friedman, VP of Strategic Global Sales, SoftClouds for their opinions on the subject. Watch our interviews and read their thoughts below.

Digging beneath the surface

What does artificial intelligence actually mean? Every company that is selling any kind of technology that is remotely related to all of this stuff says, “Oh, well, we’re using AI.” But then you dig beneath the surface, and you realize, “Well, we’re not actually using AI. And as a matter of fact, our products really haven’t changed at all, maybe.” And so all of it, all of the stuff today is overhyped.

What buyers need to do is look carefully, and ask that vendor, “Okay, great. So you’re talking about AI. How many data scientists do you have on staff? How is your product today different from the product a year ago? Or two years ago? Are there any differences?”

  • Michael Krigsman, Industry Analyst, CXOTalk

AI is only as good as its data

I’m a big fan of AI, but AI is only as good as the data that goes into it. Companies that understand that and have done a great job of managing their data infrastructure will fully leverage and be leaders in AI. Larger companies, perhaps those more complex that have a long legacy and complex systems that haven’t made a commitment to managing their data will get value from AI, but it’s going to take a lot longer than people may be thinking.

  • David Mingle, Principal, CXAdvisors Group

Can any technology be overhyped?

I think you can get into over-hyping almost anything.

It’s really about understanding what the customer needs. All of these platforms have a place, and it’s really understanding how to properly position a platform with the customer’s needs. If you do that, I think you can really end up with some amazing results.

  • Brian Friedman, VP of Strategic Global Sales, SoftClouds

To learn more from the experts on how to effectively use artificial intelligence, visit

SmarterCX Team
The SmarterCX team is comprised of subject matter experts, writers, artists, designers, and CX professionals who are dedicated to building a smarter customer experience. by Oracle is the destination for professionals who are building the next generation of customer experience. Here, you can find breaking news, in-depth analyses, expert insights, and useful tools that will empower you to think and work progressively.