Artificial Intelligence is no longer emerging; it’s embedded in how we work, shop, and connect. For US businesses, it brings game-changing benefits: faster customer service, smarter decisions, and lower costs. But without a thoughtful strategy, these gains can turn into major business risks.
Sundar Pichai, CEO of Google, warned: “The promise of AI is immense… but without careful oversight, it could deepen inequalities or erode trust in our institutions”. That tension – between promise and risk – is something every company must navigate, especially when it comes to customer communication.
1. Will AI replace human jobs, or support them?
Moneypenny’s latest US research shows that 42% of people are concerned about their job security as automation and AI become more embedded in everyday operations. But in some industries, the anxiety is even sharper.
Manufacturing & Utilities tops the list, with 42% of employees worried about being replaced. Education and Finance follow closely at 39%, along with Retail, Catering & Leisure. Concerns are also high in Architecture & Engineering (33%) and the Arts & Culture sector (33%).
Concerns about job security
The steady rise of AI voice agents, automated customer service, and live chat platforms is fueling these fears. When people feel replaceable, trust falters.
The real opportunity, though, lies in enhancing jobs rather than replacing them.
By using AI to manage repetitive tasks, provide 24/7 support, and handle high volumes of routine inquiries, businesses free up their human teams to do what they do best: build relationships, solve complex problems, and deliver standout service. Positioning AI as a tool that supports employees instead of replacing them helps strengthen morale, improve retention, and drive better results.
2. Is your AI making biased or unethical decisions?
AI is only as fair as the data it’s trained on. If your phone answering service uses biased data, you could end up with skewed results – like misrouted calls or poor customer segmentation.
While 18% of those surveyed worry AI may show bias or discriminate, this number rises in sectors where accuracy and fairness are essential, such as Healthcare or Finance. There are also growing ethical concerns around AI’s environmental impact and its disruption of creative and frontline professions.
Brands that want to build trust must prioritize transparency. That means being honest about how call answering services work, what data is used, and when a human steps in.
3. How safe is your customer data with AI systems?
Data security risks ranked high in Moneypenny’s 2025 US research, with 43% of IT and Telecoms professionals viewing it as the most significant downside of AI. In sectors where trust is vital, such as HR, Manufacturing, Healthcare, and the Arts – concern levels remain elevated at 37%.
Even in Legal, Travel, and Retail environments, nearly one in three professionals worry about how AI might handle sensitive customer data. Education reports the lowest concern at 22%, but that doesn’t mean risk is absent.
Concerns about data security risks
This is a clear message from across industries: don’t trade safety for speed.
AI thrives on data. But the more customer information you feed into an AI system, the more critical it becomes to guard against breaches, leaks, or missteps. Customers are more aware, and more cautious about how their personal details are collected, stored, and used.
That’s why any AI-powered phone answering or support service must prove its data security credentials. Strong encryption, full compliance with data regulations, and clear policies around consent and transparency aren’t optional, they’re essential for building trust.
4. Are you prepared for incoming US AI oversight?
The US is moving toward stricter AI regulation, with no comprehensive federal law at this point in time, but clear signals of change. The 2023 White House Executive Order on AI, the NIST AI Risk Management Framework, and state-level efforts like California’s Safe and Secure Innovation Framework are setting the stage for increased scrutiny. Proposed federal bills, such as the Algorithmic Accountability Act, suggest more rules are on the horizon.
If your business uses AI for call routing, chatbots, or customer service, expect new compliance requirements around transparency (e.g., documenting AI decisions), fairness (e.g., auditing for bias), and user consent (e.g., clear opt-in policies). Small businesses aren’t exempt and may face unique challenges navigating these rules.
Get ahead by assessing your AI tools now. Ensure they align with ethical AI principles, adopt a governance framework like NIST’s, and stay informed on regulatory updates. Consulting legal or AI ethics experts can help you prepare for what’s coming.
5. Can your business afford to implement AI wisely?
One in three respondents (32%) in our study highlighted that AI is simply too expensive to justify without a clear ROI. This includes costs for infrastructure, licenses, skilled personnel, and security protocols – all of which add up quickly.
Setting up a quality phone answering service for a small business isn’t just about plugging in software. It requires investing in long-term planning and resources to make it effective.
That’s why many businesses are choosing a hybrid approach: outsourcing to providers who blend real people, smart technology and best in class onboarding. It delivers the scalability of AI with the warmth of real-life interaction, without stretching your budget.
6. Building AI in to support the customer experience
30% of respondents expressed concerns about customers feeling neglected, while another 26% pointed to poor service or customer experience as a major downside of AI. This is a clear indication that, despite its capabilities, there are concerns that AI can fall short where it counts most.
AI is complex, and issues can arise. If your phone answering system fails during peak hours, or your chatbot misinterprets a basic request, customer frustration can soar.
Operational testing, fail-safes, and seamless integration are crucial. Don’t add AI as an afterthought. Whether it’s a live chat tool or a phone answering service, ensure it performs reliably, or have a human backup ready to step in when necessary.
7. Do your people understand how AI makes decisions?
If your team doesn’t understand how your AI answering service makes decisions, they can’t explain it to customers or fix it when it breaks.
That’s where explainable AI becomes crucial. Every phone answering solution should come with clear logic and training for staff.
8. Are you relying too much on AI instead of human judgment?
AI is fast, but it can’t replicate human empathy or authentic connection. Overreliance on automation can cause issues – especially in sensitive sectors like Healthcare, Finance, or Legal.
Striking the right balance is key: pair AI agents with human touch, using automation to deliver speed while relying on personal connection for nuance. A hybrid model, where an AI voice agent operates alongside real people, can achieve this harmony.
9. How can you keep up with AI-driven competition?
Searches for terms like “phone answering services” and “24/7 answering service for business” are surging. That’s not a fluke – it’s a signal. Customer expectations are evolving rapidly.
We live in a world where people expect answers now. AI has accelerated this shift by raising the bar for immediacy, availability, and consistency across every channel.
If your goal is to deliver more than what’s expected, think in terms of total customer experience. Businesses that invest in round-the-clock phone answering, AI receptionists, and hybrid support models are doing more than adding convenience – they’re building loyalty, earning trust, and gaining a decisive edge over slower-moving competitors.
Final thought: empowering people, not replacing them
AI isn’t going away. But it doesn’t have to come at the cost of human connection.
For businesses, now is a turning point. The winners will be those who use AI to enhance customer service, protect trust, and stay personal in an increasingly automated world. Whether it’s an AI virtual receptionist or a live chat tool, the goal isn’t to replace people – it’s to empower them.
At Moneypenny, we believe in combining smart technology with real-life experts. From our AI Voice Agent to Phone Answering and Live Chat solutions, our services can be seamlessly combined to create the ideal customer experience, helping you exceed expectations and stay ahead of the competition in a fast-changing world.
Learn how Moneypenny’s combines smart technology and empathy – talk to us today.
