Why We’ve Intentionally Chosen Not to Use AI

Written by LiveLink
January 9th 2026

A Great Example of Why We’ve Intentionally Chosen Not to Use AI

Every so often, you come across something that stops you in your tracks—not because it’s new or groundbreaking, but because it quietly confirms a decision you made some time ago.
That’s exactly how I felt after reading a recent post about customer service experiences driven almost entirely by AI.

At LiveLink, we made a very deliberate choice: not to replace our human virtual assistants with AI.
And yes, that decision was anything but impulsive.

The Decision We Didn’t Take Lightly

Back in 2025, we spent a long time weighing up our options. AI was (and still is) advancing at a rapid pace, and like many businesses, we explored whether it could play a bigger role in what we do.
We even trialled AI solutions with the full agreement of a handful of our clients.
But after careful consideration, we realised something important: it simply wasn’t the right fit for us.
Many of our callers value the personal touch. They want to speak to someone who can listen, understand nuance, and respond with empathy—not just efficiency. Human connection is central to our business model, and removing that would fundamentally change who we are.
Of course, doubt naturally creeps in from time to time—especially as AI becomes more sophisticated by the day. You can’t help but wonder: Did we make the right call?

The Post That Validated Everything

Then I read this post.

It shared two real-world customer service experiences—both driven by front-facing AI—and both deeply frustrating.

In the first scenario, a business delivery was delayed. The company’s own tracking system showed the parcel as still “processing,” yet every attempt to get clarity led to the same automated response: “Your item has been delivered.”
Requests to speak to a human were repeatedly denied, with the system insisting a person would give the same answer. When a human agent was finally reached, the truth emerged within moments: the parcel was still sitting at a depot—one that had already closed for the day.

In the second case, someone needed to reschedule an appointment due to illness. Customer support was available only via a text-based automated assistant. Despite the circumstances, the system refused to help because the request didn’t meet notice requirements. The issue was resolved only after the customer found a way to contact a human outside the official support channel.

When AI Creates Friction, Not Efficiency

These examples perfectly highlighted what we’ve always felt in our gut.

AI absolutely has its place. It can streamline processes, handle repetitive tasks, and support teams behind the scenes. But when it comes to front-facing customer interactions—especially those requiring empathy, flexibility, or common sense—it can quickly become a barrier rather than a solution.

In a world where customers have endless choices, people remember how a business makes them feel. More often than not, they’ll choose the company that offers clear communication and easy access to a real human being.

Reading those experiences, I couldn’t help but feel a quiet sense of reassurance—and yes, a little pride. Our decision wasn’t about resisting change; it was about protecting the quality of service we believe in.

Over to You

AI will continue to evolve, and the conversation around its role in customer service isn’t going away anytime soon.
But for us, this was a powerful reminder that technology should support human connection—not replace it.

What do you think?