AI was supposed to fix customer service.

Instead, many companies are rehiring humans.

In this episode of CX Riot Radio, we break down why customers are still skeptical of AI, why contact center leaders are more optimistic, and where the disconnect is costing companies trust and loyalty.

We unpack new research on AI in customer service, the growing backlash against chatbot-first CX, and why 2025 is shaping up to be the year businesses realize empathy, judgment, and real human connection still matter.

Article Cited: https://www.techfinitive.com/2025-the-year-of-rehiring-humans-after-ai-fails/#:~:text=exceptional%20customer%20experiences.%E2%80%9D-,Hiring%20back%20humans,the%20same%20speed%20as%20before%E2%80%9D.

Here's the LinkTree: https://linktr.ee/caffcx