AI Meets EQ: Automating Service Without Losing Human Connection

AI is transforming service desks—but if we’re not careful, speed can come at the cost of connection. In this session, Dr. Josh Nelson explores how to implement AI and automation in ways that enhance—not replace—the human touch. As service operations scale, the challenge isn’t just doing more with less. It’s doing better with intent. You’ll learn how to build automation strategies that preserve emotional intelligence (EQ), personalize interactions at scale, and reinforce trust in every experience. Drawing from real-world insights, Josh will show how to identify where automation adds value—and where human connection still matters most. Key takeaways: How to scale service without losing personalization or empathy Where to apply automation for real impact (and where not to) Balancing operational efficiency with emotional intelligence Building AI-driven workflows that feel intentional, responsive, and human Walk away with a framework for delivering smart, scalable service—without sacrificing what makes it personal.