In this episode, host Sarah Mitchell sits down with customer engagement strategist David Reynolds to explore the real battle between human agents and intelligent automation. Together, they break down the strengths and limitations of human support teams versus AI-powered chat solutions, and how each impacts customer experience.
The conversation dives into when customers prefer human interaction, where automation truly shines, and how businesses can strike the perfect balance between empathy and efficiency. You’ll also learn how an
AI Chatbot for Customer Engagement helps brands deliver faster responses, personalize conversations, and scale support without losing the human touch.
If you’re a business owner, marketer, or CX professional looking to improve customer satisfaction and engagement, this episode offers practical insights on using humans and AI together.