Most customer service integrates AI into their processes to speed things up and address a bigger number of concerns every day. However, many people are not satisfied with just talking to chatbots only. Chad Burmeister sits down once again with Marc Bernstein to discuss how they found the right balance between AI and human intervention at Balto. Marc explains how AI should never overtake human responsibilities completely but only assist in filtering, determining, and analyzing client questions, resulting in better (but still humane) conversations. He also shares why they named the company after a Siberian Husky that became a hero during the 1920s, connecting the dog's brave act with AI-human relationships.

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