Great communication is still about connection, and connection is still driven by people (even when they’re aided by algorithms).

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Companies have created what can only be called *AI fatigue;* the collective exhaustion customers feel when a supposedly “smart” system can’t solve a simple problem or, worse, won't let them reach an actual person. Companies still focused on traditional service metrics like call handle time or resolution rate often miss the story hiding in their AI data. When profit margins become the only benchmark, empathy gets treated like excess overhead.