The Best of AI & Humans Combined
A contact center leader explains why the question is no longer AI or humans, and why more conversations now focus on combining the best of both.
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About this session
In this short from a contact centre summit panel, a speaker explains how the conversation about AI in customer service has shifted. It is no longer a choice between serving customers with humans or with AI; in practice, it is almost always a combination of both.
Restricting customers to an AI agent alone, or keeping every interaction with people, both fall short. More and more discussions now focus on finding the best of both worlds and designing service around it. The clip is designed for CX and contact center leaders deciding how AI agents and human teams should share the work.
Key takeaways
What comes out of it
Not either-or. Service is rarely all AI or all human.
Avoid hard limits. Forcing customers onto AI alone falls short, and so does avoiding AI.
Best of both worlds. Leaders are now designing service around AI and people together.
TranscriptRead the full session
00:00:00.00 is we have we've constantly seen that as well that it is no longer are you going to do this with humans or are you going to do this with ai it's typically a combination of both right you cannot just restrict it that okay speak to the ai get whatever you can right uh or just say that okay i'll just have humans and do everything uh more and more discussions have been around okay what's the best of both worlds
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