When AI VoC Says ‘Act’ but Your Instincts Say ‘Wait’

Here’s how experienced CX leaders decide.

The AI-generated VoC summary is on the screen.

Themes are clean. Drivers are ranked. There’s a confidence score.

Someone asks, “So what do we do?”

And you pause — just long enough to notice.

I’ve been there.
Not because the data looked wrong.
Because I knew I’d be accountable for what happened after we trusted it.