Why Your AI Pilots Are Losing Trust

Why do so many AI projects look promising in a pilot, then become harder to trust in production?In this CX Today interview, Francesca Roche speaks with John Anderson, AI Architect at Quiq, and Priscilla Lee, Senior Director of Product Marketing at Quiq, about the gap between AI capability and AI confidence in customer experience.The discussion explores why AI projects often stall after an encouraging pilot. According to the speakers, the problem is rarely that AI cannot complete the task. The bigger issue is that leaders, compliance teams, and quality assurance teams need to understand how AI behaves before they put it in front of customers at scale.Anderson and Lee explain why production AI needs more than good answers. It needs clear guardrails, repeatable testing, visibility into decision-making, and the ability to carry customer context across channels. Without that structure, organizations can end up with fragmented tools, technical debt, and customer journeys that feel less connected as AI expands.The conversation also covers Quiq’s “verified intelligence” approach, including how simulations, observability, and escalation controls can help enterprises move faster without losing trust.For CX leaders, contact center leaders, and enterprise buyers, this interview offers a practical look at what changes when AI moves from a controlled pilot into the complexity of real customer interactions.For more Customer Experience tech news visit https://www.cxtoday.com