Where AI genuinely helps — summarising long documents, classifying support tickets, powering a smarter search, drafting a first version of routine copy — yes, and we build it properly. Where it is being requested because AI is simply expected to appear somewhere on the roadmap, we push back and say so directly. An AI feature that is confidently wrong ten percent of the time can cost more customer trust than it saves in staff time, so it has to earn its place like any other feature.
Where AI genuinely helps — summarising long documents, classifying support tickets, powering a smarter search, drafting a first version of routine copy — yes, and we build it properly. Where it is being requested because AI is simply expected to appear somewhere on the roadmap, we push back and say so directly. An AI feature that is confidently wrong ten percent of the time can cost more customer trust than it saves in staff time, so it has to earn its place like any other feature.