Whether you buy into the hype around artificial intelligence (AI) or not, it’s here and it’s not going away.
I had that realization in a place I least expected: a Bojangles drive-thru.
Now, Bojangles isn’t exactly known for bleeding-edge innovation. They’re known for biscuits and pretty great ones, to be fair. But on a recent road trip with my family, I rolled up to the window and was greeted not by a human, but by Bo-Linda, an AI-powered voice assistant handling the entire order process.
And you know what? Bo-Linda nailed it.
A Real-World Test of Agentic AI
Midway through ordering, my (human) co-pilot decided to modify their meal. I updated the request (revised the prompt, if you will), and Bo-Linda not only understood—it simplified and clarified the new order better than I could have myself. The rest of the transaction? Smooth, quick, and accurate.
The only hiccup, a missing straw, which was a human error, not AI’s.
This was my first real-world experience with Agentic AI: technology that doesn’t just respond but takes action, adapts to changing inputs, and delivers outcomes. No repetition. No frustration. No delays.
From Drive-Thru to Digital Strategy
As someone who spends most days helping organizations improve customer experience and modernize models, it was refreshing to see a real-world example that delivered flawlessly. What stood out wasn’t just the novelty of AI —it was how naturally it handled the task, adapted to change, and made the interaction better. It reminded me what’s possible when the technology is designed with clarity, context, and the customer in mind.
The Foundation Still Matters: Data First
I’ve seen firsthand how AI success depends on one thing: data readiness. It’s not enough to deploy a shiny tool—you need structured data, integrated systems, and governance in place to make it actionable.
Whether you’re working with Salesforce, AWS, or both, it comes down to:
- Connecting systems to create a unified customer profile
- Using real-time events to trigger intelligent actions
- Enabling employees and customers with context-rich interactions
In short: if you want to serve up a better customer experience, your data strategy has to come first.
Final Thought
AI isn’t just the future—it’s already serving biscuits.
The brands that win in CX won’t be the ones with the flashiest tech. They’ll be the ones who use automation to deliver relevance, responsiveness, and trust at scale.
And if Bo-Linda can handle a drive-thru with grace, your business can absolutely rise to meet new expectations—one intelligent interaction at a time.
P.S. Curious how to apply Agentic AI in your organization? Let’s connect. I’d love to hear how you’re approaching real-world CX transformation and share what’s working in the field.