In the age of AI innovation, it's crucial to recognize the unique role of humans in customer service. While AI can automate certain tasks, humans bring irreplaceable qualities to the table. Come along with Justin Robbins as we use data to unpack the value of the human experience in an AI focused market.

[7:13- 8:14] AI’s biggest role and impact is how it enables us to exponentially scale, so we can learn from and leverage data. AI helps improve our customer experience and interaction to make the experience better for the customer. 

[14:28- 15:43] There will be a number of things to keep AI in check,  but we can’t just set it and forget it. AI needs to be watched and used properly to keep us all in check economically and morally.

[17:03- 18:48] One of the key principles is being clear on what your desired outcome is and how you will know it when you see it. First, where are you trying to go? Second, understand the role that you are wanting automation or people to fill. Third, you need to be okay to test, integrate and fail. 

[21:58- 24:07] There’s going to be an increasing in acceptance of AI in a number of applications. The line will constantly be walked in what is too much AI involvement and how much human interaction there is. It will need to be an active effort to include the human touch and maintain it in your strategy. 

Overall, be reasonable with yourself and the process of strategically integrating AI into your business. No one person is going to figure this out on their own and no one person should have to figure it out on their own. 

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