10/27/2025
I was setting up my new phone.
Hit a minor tech issue.
FIDO’s AI assistant told me I’d get a callback.
In three days.
Three. Days.
That’s not automation. That’s avoidance.
AI should serve customers, not push them away just to save money. Before you deploy a tool or agent, ask:
1. Does this help the user?
2. Does it save real time?
3. Does it reduce cost without harming trust?
If it doesn’t check all three, don’t automate it.
Use AI to multiply value. Not replace care.
