This is the future: AI-enhanced service delivered with human heart. Organizations need to strike that balance— to ensure that every conversation, whether powered by data or driven by empathy— leaves the customer feeling seen, heard, and valued.
FORWARD- THINKING COMPANIES DON ' T SEE AI AS A REPLACEMENT FOR FRONTLINE TEAMS. INSTEAD THEY TREAT IT AS AN ENABLER.
THE CX BALANCING ACTS
I invite you to reflect on how your organization is balancing technology with empathy, and to invest in both to enable excellent and rewarding CXs to move them forward.
BALANCING ACT # 1: SHIFT FROM“ AI VS. AGENT” TO“ AI FOR AGENT”
Forward-thinking companies don’ t see AI as a replacement for frontline teams. Instead, they treat it as an enabler. Leading brands equip their agents with AI-powered dashboards that surface real-time insights— such as customer mood, historical pain points, and nextbest actions— so that each conversation becomes smarter and more tailored.
Case Insight: One global telecom provider saw a 30 % improvement in first call resolution by pairing live reps with AI tools that monitor call sentiment and suggest responses in real time.
BALANCING ACT # 2: DESIGN HUMAN-FIRST ESCALATION PATHS
Even the most sophisticated AI will eventually hit a wall: a moment when the customer needs something more nuanced than automation can deliver.
16 CONTACT CENTER PIPELINE
What happens next is critical. Leading organizations create frictionless handoffs to human agents, ensuring that their customers do not need to repeat themselves or start over. Also, learning from my airline story above, be sure not to disconnect your customer during that handoff!
Pro Insight: Salesforce research shows that customers who experience a seamless AI-to-human transition are 3x more likely to rate the service experience as“ excellent.”
BALANCING ACT # 3: COACH FOR EMOTIONAL INTELLIGENCE, NOT JUST POLICY
The most impactful service professionals are those who demonstrate empathy, active listening, and ownership: especially during moments of tension.
While AI can help manage information and workflow, only humans can build emotional bridges. Industry leaders are expanding their training to include soft skills, scenario-based learning, and resilience strategies. Again, it’ s an expansion, not a replacement.
Training Trend: High-growth companies now simulate emotionally charged customer scenarios using virtual reality( VR) or AI role-play tools, helping agents build muscle memory for high-stakes conversations.
BALANCING ACT # 4: TURN TECHNOLOGY INTO TRUST
The ultimate goal of combining AI with human service is about building deeper trust. Customers remember how they were treated more than what was said or done. Organizations that empower their people with the right tools and the right mindset are the ones that create memorable experiences.
ARTIFICIAL INTELLIGENCE
Pro Tip: Think of a customer support center where AI instantly surfaces a caller’ s history and preferences, while the human agent listens empathetically and tailors the conversation. The speed comes from technology, but the trust is built in the human connection.
FINAL THOUGHTS
Customer service is no longer just about solving problems; it’ s about building relationships in a digital world. AI gives us the power to deliver smarter, more predictive service. But it ' s the people behind the platform who pause to listen, act with care, and turn systems into something meaningful.
As you think about the future of your service organization, ask yourself:
· Are we using AI to remove friction or also to enhance connection?
· Are our teams trained not just to resolve issues, but to relate to customers?
· Are we investing in both technology and humanity?
The future belongs to those who strike this balance well. The organizations that thrive won’ t be those with the most automation but those with the most human-centered automation.
Because no matter how advanced our tools become, trust is still earned one conversation at a time. Long after I forget the price of those tickets, I’ ll remember how Carol made me feel and that is what customer loyalty is all about.
Dina is responsible for the operations of Ulysses Learning and serves as the chief client executive, working with Fortune 100 clients and other progressive organizations to redefine the way customers are cared for. Before joining Ulysses Dina was responsible for starting up two contact centers and later was a call center consultant.