AI is everywhere. AI-powered search, AI-driven personalization, AI automating workflows. And now, AI Agents? The race to make customer engagement more seamless, more personalized, and more automated is speeding up—but not all AI solutions are created equal.
WaveCX was featured in CMSWire today, where our CEO, Jon Tvrdik, broke it down:
“AI-driven experiences should feel like intelligent assistance, helping users reach a clearer understanding of their data and options faster. Remove links in the decision chain, don’t add unnecessary friction.”
The AI Problem: More Isn’t Always Better
Too often, AI tools overcomplicate rather than simplify. Businesses throw in AI chatbots, AI search, AI notifications, and AI-powered recommendations without asking a simple question:
Does this actually make things easier for the user?
AI should reduce decision fatigue, not create it. It should remove steps, not add them. Customers don’t want to be funneled into an endless loop of AI-driven options that only leave them more confused.
The AI Solution: Agentic CX
Agentic CX is the future—giving customers control while ensuring AI enhances, not interrupts the experience. Instead of rigid automation, it adapts. Instead of dictating a path, it guides customers to the right answer faster.
The brands that get this balance right win.
At WaveCX, we’re building AI-driven customer engagement solutions that do exactly that—help customers act with confidence, not frustration.
Want to see how it works? Read the full CMSWire article here.
