In this episode, Jake Burns, AWS Enterprise Strategist, and Cristina Fonseca, VP of Product in charge of AI/ML at Zendesk, share insights on the optimal implementation of AI in customer experience, underscoring the importance of striking a balance between automation and human interaction. Cristina explores the potential of AI to elevate customer journeys, from refined searches to personalized responses, while prioritizing human assistance for intricate cases. The episode delves into AI's transformative prowess across diverse industries and underscores the collaborative synergy between human ingenuity and technological advancements, steering AI towards positive impact.