Humans Still Matter (a lot) in CX, but AI Makes Them Better

Far too many CX leaders view customer service as an either/or decision when it comes to AI—either fully automate with virtual agents or rely entirely on live agents. But in reality, AI shines best with a “both/and” approach, blending human expertise with advanced technology. This blend, known as ""human-centric AI,"" drives impressive improvements in business metrics by allowing humans and machines to collaborate effectively to solve customer issues. For instance, AI can suggest upsell opportunities to service agents, resulting in a 35% boost in revenue from the contact center. It also provides context that enables agents to personalize interactions, leading to higher customer satisfaction and increased referrals. While AI-powered virtual agents now handle 22% of customer interactions autonomously, the role of humans remains critical. It’s their guidance and expertise that keep virtual agents on track and continuously improving. Join Cresta and Metrigy for an engaging webinar, packed with research insights, practical advice, and digestible tech updates. You’ll learn: - What types of AI are best suited for human-centric AI? - Where are companies seeing success? - Do customers want humans, AI, or both? What should CX leaders do to ensure success with this approach? - How does human-centric AI affect staffing, compensation, and management?