ok this AI search thing is actually messing with how I think about CX now

so last week a prospect told me they found us because they asked chatgpt something like "tool for qa-ing support calls" and we just... showed up. no google, no LinkedIn ad, no referral. just an AI chat answer.

and i can't stop thinking about it since

like so much of CX is built on reputation right. g2 reviews, trustpilot, case studies, word of mouth, all that stuff we obsess over. but now there's this whole new layer where AI models are basically reading all that stuff and summarizing it for people before they even talk to a human or visit your site

so if someone asks chatgpt or perplexity "best tool for X" your brand's response is already written by whatever's floating around the internet about you. you don't get to control the pitch anymore, the AI does

which makes me wonder... is anyone tracking "how do AI tools describe us" yet? like is that gonna become a metric eventually, same way we obsess over csat or nps

feels like CX teams are gonna need to care about this stuff too, not just marketing. because if a customer's first impression of your brand comes from an AI answer instead of your website, that IS a CX touchpoint whether we like it or not

anyway not selling anything just genuinely curious if anyone's seeing this happen already or if i'm just in my own little AI rabbit hole rn