The human approach and technology in customer support: how to find the right balance
In today's fast-changing world of customer support, companies are increasingly combining technology and the human touch. Artificial intelligence brings efficiency and quick answers, while human agents bring empathy and understanding that AI struggles to achieve.
Successful customer support teams benefit from both approaches. Automating routine tasks allows agents to focus on more complex and emotionally sensitive situations where human contact is key to customer satisfaction and loyalty.
The key is to recognise that technology is not a substitute, but a tool to help improve the human experience. Only by combining the efficiency of AI with the warmth of a human approach can companies deliver support that is fast, personalised and genuine.
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