Articles for tag: AI in customer service, building customer trust, customer experience, employee satisfaction, empowering agents, human-AI partnership, technology integration

Empower Agents: Enhance Performance Without Replacing Human Touch in Customer Support

Gladly believes that AI in customer service should enhance, not replace, human agents. Instead of using AI solely to cut costs and reduce staff, companies should focus on integrating AI thoughtfully to empower agents and improve the customer experience. Many agents have been skeptical of AI due to its misuse, leading to frustration and disengagement. ...