The best filter for automation vs. human support is the customer's emotional state. High-stress scenarios, even if procedurally simple, demand human empathy to maintain brand loyalty. Reserve automation for low-sensitivity, routine queries.
A one-size-fits-all approach stifles innovation in global companies. To build trust and adapt effectively, leaders must empower local teams with decision-making authority. This respects crucial market-specific cultural nuances and consumer behaviors.
Digital transformation is a human challenge. Beyond tech adoption, companies must future-proof by intentionally evolving their talent—hiring for deep subject matter expertise and upskilling current teams for complex, high-empathy roles that AI can't replace.
Prioritize using AI to support human agents internally. A co-pilot model equips agents with instant, accurate information, enabling them to resolve complex issues faster and provide a more natural, less-scripted customer experience.