Customer service leaders are under increasing pressure to use AI and automate more of the customer experience.

But how do you know what should be automated—and what should stay human?

It turns out, automation for automation’s sake isn’t your goal. Creating a better customer experience is.

In this episode, I sit down with customer service expert, trainer, and author Jeff Toister to discuss his latest book, Human Service: The Skills AI Can't Replace.

We explore where AI can improve the customer experience, where it often falls short, and why the organizations that win won't be the ones that automate everything—they'll be the ones that know when human service matters most.

What You'll Learn

• Why customers don't mind AI when it works—but hate it when it doesn't
• Jeff's simple framework for deciding what should and shouldn't be automated
• The three human service skills AI can't replace
• Why connection still matters in a world filled with automation
• How understanding a customer's true needs leads to better outcomes
• The critical role advocacy plays in creating better customer experiences
• What Chick-fil-A gets right about balancing technology and hospitality
• How AI can amplify both great and terrible customer experiences
• The iceberg exercise that helps uncover hidden customer experience problems

Chapters

00:00 Introduction to Human-Centric AI

05:07 Customers' Biggest Frustrations with AI

09:03 How to Decide What to Automate vs Humanize

12:55 The Value of Genuine Human Interaction

20:47 How Chick-fil-A Excels by Prioritizing Human Service

24:03 In-N-Out Burger Prioritizes Quality Over Automation

27:52 Drawbacks to Relying Solely on AI

32:25 How to Use AI to be More Proactive in Customer Service

35:04 The Iceberg Approach to Finding Hidden Issues in Customer Experience

37:00 One Change to Make to Instill Human Service Into Your CX

About Jeff Toister

Jeff Toister is a customer service consultant, trainer, speaker, and bestselling author who helps organizations build stronger customer-focused cultures. He is the author of multiple customer service books, including Human Service: The Skills AI Can't Replace, and has worked with organizations ranging from Fortune 500 companies to small businesses and government agencies. 

Connect with Jeff Toister

Jeff’s Website 

Jeff’s Book - Human Service Book 

Jeff on LinkedIn 

Jeff’s Customer Service Tip of the Week 

Connect with Matt Lyles

Check Matt's speaking availability 

Subscribe on YouTube here 

Matt on LinkedIn 

Matt on Instagram 

SIMPLE brand newsletter