Abstract

The field of Customer Experience (CX) has evolved into a critical differentiator for organizations across industries, yet most design approaches remain biased toward the “happy path”—the idealized, seamless journey where everything works perfectly. This ignores the inescapable reality that real-world customer journeys are often fraught with failures, errors, delays, and rejections. These “unhappy paths” are not anomalies but integral, defining moments that shape customer trust, satisfaction, and loyalty. Historically, organizations have managed failure experiences in a fragmented, reactive, and often insensitive manner, treating them as operational burdens rather than strategic opportunities. With the advent of Artificial Intelligence (AI), there is unprecedented potential to reimagine how failures are anticipated, managed, and transformed into opportunities for building customer relationships. This paper critically examines how AI can be leveraged to redesign failure experiences by enabling predictive analytics, dynamic personalization, 24/7 conversational support, and automated redressal workflows. At the same time, it evaluates the significant legal and ethical implications associated with deploying AI in customer-facing processes, including data privacy, algorithmic transparency, bias mitigation, and consumer protection rights. Through a doctrinal legal analysis and interdisciplinary policy review, this study proposes a conceptual framework for responsible AI adoption in failure management, offering actionable insights for practitioners, regulators, and scholars alike. By embedding principles of fairness, transparency, privacy, and human-centered design into AI systems, organizations can not only comply with evolving regulatory regimes but also convert moments of failure into lasting competitive advantage.

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