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This Halloween there’s a new horror haunting our halls. It’s not a ghost or a ghoul. It’s not Dracula, the Wolfman, or the creature Frankenstein made. It’s the very real and frightful specter of AI. Like Dracula, it's come to change our world, but perhaps not for the better.
Like the Wolfman, it can be dangerous and unpredictable.
Like Frankenstein’s monster, it’s a byproduct of human ingenuity that may well punish us for our own hubris.
We’re looking at the frightening future of AI in business communications and customer service, and how Continuant may just be the crew of light with the solution that saves the day.
Over-reliance on AI will drain your organization of the human expertise that once defined your brand. When deploying these tools, it’s important that you let the right one in.
Those who have read Dracula or seen one of its film adaptations know the titular vampire abides by a strange rule: he needs an invitation to cross a threshold. Despite the danger he presents, several characters in the story are fooled by his elegance and honeyed promises of liberation.
AI carries a similar risk. Chatbots, scheduling assistants, and automated dashboards show up as useful tools promising to give your teams more time. With these, they’ll be able to focus on the tasks that matter more.
The more it sinks in its teeth, however, the more these promises prove hollow. The whole workforce runs the risk of becoming over-reliant on AI platforms, replacing human agents and letting the bots handle increasingly more complex tasks.
Over-reliance on AI will drain your organization of the human expertise that once defined your brand. When deploying these tools, it’s important that you let the right one in.
A werewolf will appear before you as an otherwise unassuming man. Then, without warning, it transforms into a beast, always hungry with no love for humanity. Getting too close proves deadly.
AI has a similar dual nature. Mild-mannered tools transform into something chaotic and dangerous under the right (or wrong) circumstances. It risks hallucinating answers, misunderstanding tone, or automating a mistake at scale.
In industries like law and healthcare, these mistakes can erode trust and damage relationships beyond repair. Preparation and training help, but the risk never goes away.
When the moon is full, keep your eyes open and your hands on your silver.
Victor Frankenstein thought he could play God, bringing life to a creature stitched together from many bodies. He finished the experiment and could do nothing but flee at the sight of it. In turn, that creature destroyed everyone and everything he loved.
AI is similarly stitched together from many pieces of human knowledge and experience, trained in our speech and behavior and therefore packaged with our flaws and biases. As the years go on, it continues to learn, adapt, and evolve so fast that our ethics and policies can’t keep up.
Tools built to make businesses faster and smarter can instead break down relationships with customers and ruin reputations. If AI becomes more customer-facing or involved in high-level decision making, the hubris that put it there could bring destruction.
At Continuant, we understand the benefits and risks found in the dark power of AI. That’s why we help organizations implement it thoughtfully, strategically, and ethically. Our goal is to see it not replace people but serve as an organizational force multiplier.
Even in the scariest stories, the monsters don’t always win. Many gothic evils can be killed, escaped, mitigated, or even harnessed for better purposes. Continuant’s goals are more focused on mitigation and harnessing, and we’re more than just an angry mob with torches and pitchforks.
At Continuant, we understand the benefits and risks found in the dark power of AI. That’s why we help organizations implement it thoughtfully, strategically, and ethically. Our goal is to see it not replace people but serve as an organizational force multiplier.
Think of us as your own Van Helsing. We’re experienced in spotting the signs of danger, skilled in deploying the right tools, and ready to help you navigate a hybrid human-machine future without falling victim to the dark side of automation.
Whether it's integrating AI into customer communication workflows or designing governance models that ensure human oversight, we believe that in the right hands, even dangerous tools can serve a good cause.