Which option is NOT an outcome of designing the customer journey with AI?

• A. CSAT decreases
• B. CSAT increases
• C. Cost-to-serve decreases
• D. The system improves continuously

Answer: (A)

Designing the customer journey with AI centers on delivering smoother, more personalized experiences while reducing the effort customers must expend and the cost of serving them. AI helps anticipate needs, provide faster and more accurate responses, and offer proactive guidance, which tends to raise customer satisfaction. It also enables automation and smarter routing, cutting the resources required to support customers, thus lowering cost-to-serve. Since AI systems learn from data and feedback, they continually improve the journey and the processes behind it. The outcome that does not fit this trajectory is a decrease in CSAT; that would signal a worse experience, which goes against the aim of AI-enabled journey design.