Ford has just delivered a lesson that every business should take on board.

After relying too heavily on artificial intelligence (AI) in parts of its quality control process, the motor giant has brought back experienced engineers because the quality simply wasn’t where it needed to be. That’s a remarkable admission from one of the world’s biggest manufacturers.

At WEFIX London, we aren’t surprised at Ford’s embarrassing and no doubt expensive reversal of its use of AI. In fact, what Ford discovered the hard way is exactly why we keep AI completely out of our service delivery.

We’ve never believed a premium home services company can be built around artificial intelligence. You can’t replace decades of experience with an algorithm. You can’t comfort an elderly customer whose boiler has packed up in the middle of winter with a chatbot. And you certainly can’t build trust through an automated phone system.

When someone calls WEFIX London, they speak to a real person. When we send an engineer, it’s someone with genuine experience, practical judgement and the ability to solve problems that don’t appear in a computer manual.

Technology is a fantastic servant, but it’s a terrible master. Of course we embrace technology where it genuinely improves efficiency, scheduling and communication. But we refuse to let it come between our customers and the people who look after them.

Our business has been built on old-fashioned values, personal service, craftsmanship, accountability and treating every customer as an individual. That’s why so many London homeowners trust WEFIX London with their homes.

Ford’s decision is a timely reminder that while AI is undoubtedly shaping the future, the businesses that truly stand out will still be those that put people first.

At WEFIX London, that’s exactly what we’ll continue to do.