What happened
Companies are integrating AI into customer service, deploying tools such as chatbots, sentiment analysis, and real-time agent assistance to automate routine inquiries, repetitive tasks, and provide instant, personalised support. This hybrid model retains human agents for complex, empathetic, and nuanced problem-solving scenarios. Businesses are advised to ensure clear escalation paths to human agents, set transparent objectives for AI use, and continuously refine AI models with quality data and feedback, integrating them seamlessly with existing platforms.
Why it matters
The integration of AI into customer service introduces new operational dependencies on seamless AI-human agent handoffs, creating a potential control gap if escalation paths are not robustly managed. This increases the oversight burden for customer service operations and IT teams to ensure continuous AI model improvement with quality data and transparent AI interaction. Furthermore, it raises due diligence requirements for compliance and data governance teams regarding ethical AI use and data handling within hybrid service environments, impacting service reliability and regulatory adherence.
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