Why This Matters Now
As you read this, your customers are already feeling the effects of AI, whether you’re using it strategically or not.
You might recall from our article about Leading the AI Conversation, three-quarters (75%) of global employees are using generative AI tools like ChatGPT at work (Microsoft, 2024). In the vast majority of cases, they’re doing this without any official direction. Astoundingly, only 22% of employees say their leadership has a clear AI strategy (Gallup, 2025).
Most importantly, in light of this, 78% of AI users are bringing their own tools into the workplace (Microsoft, 2024). That means customer-facing emails, reports, and even answers to questions may be crafted by AI that knows nothing about your business, values, or service standards, unless you take control.
Why it’s Time to Lead on AI for Customer Service and Team Support
Right now, the big buzz in AI is around agentic AI — fully autonomous systems that can take action on your behalf, run workflows end-to-end, and make decisions with minimal human input. These tools will be powerful, and yes, they need careful governance.
But in reality, we’re not there yet in most workplaces. The vast majority of AI use today is assistive, not agentic. Employees are using tools like ChatGPT, which 65% of workers say they’ve used at work (AIPRM, 2024) for everyday tasks like writing, idea generation, research, and decision support. This is more like having a personal consultant on call than deploying a robot manager.
And, as noted earlier, many aren’t waiting for IT to roll it out. They’re using the same bring-your-own approach we discussed above, meaning customer responses, internal updates, and even strategic recommendations might be shaped by AI that’s never been trained in your tone, values, or policies.
The Gap
If you’re not leading here, you’re letting untrained AI “assistants” represent your business in ways you can’t see and can’t control.
While many business leaders are rightly focused on controlling automated, agentic processes, the real AI impact today is happening in unmonitored, one-to-one assistive interactions — the email to a client, the support chat, the proposal draft.
Right now, 90% of AI users say it saves them time on tasks, and many report it helps them focus on their most important work (Microsoft, 2024). That’s time and focus you can channel directly into better customer experiences.
Bridging this gap means understanding the basics of how AI truly works, and how you can leverage this incredible technoilogy to ensure you get the benefits of AI, while minimising the dangers.
Here’s what that means for you:
- For Customers – AI trained on your knowledge can respond instantly, with the right tone and accurate information, every time.
- For Teams – AI takes repetitive, low-value tasks off their plate so they can focus on problem-solving, relationship-building, and creative thinking.
The good news is that with a bit of investigation, and minimal training, you can vastly improve the safety of AI systems within your organisation.
It’s About Skills, Not Just Tools
You don’t need a tech background to use AI well. You just need to:
- Spot where AI can speed up responses or improve consistency.
- Train it with your brand’s tone, processes, and standards.
- Help your team understand how to use AI as an assistant, not a replacement.
At Bizualize, this is exactly what we help you do. We help you not just “add AI,” but add it in a way that fits you, your team, and your customers.
The Confidence to Serve Better
When your team can use AI effectively, you can:
- Deliver faster, more accurate responses to customers without sacrificing quality.
- Keep your service tone consistent across every channel and every team member.
- Free up your people to handle the complex, human, and high-value interactions.
How to Build That Capability
- Start with the AI Primer – cut through the hype and see exactly how AI can improve your customer and team experience.
- Do a Business Soul Discovery – capture your tone, values, and processes so AI can work in a way that feels like you.
- Join the Customer Service Agent Bootcamp – train AI to handle customer interactions, launch your first live tool, and learn a repeatable method.
- Stay part of the SoulCraftAI Learning Community – keep learning, sharing, and refining as AI evolves.
Cheers,
Adam Walsh,
Founder – Bizualize