Balancing Automated and Human Interaction

Most AI implementations can be technically flawless—but fundamentally broken. Here's why: Consider this scenario: A company implemented a fully automated AI customer service system, and reduced ticket solution time by 40%. What happens to the satisfaction scores? If they drop by 35%, is the reduction in response times worth celebrating? This exemplifies the trap many leaders fall into - optimizing for efficiency while forgetting that business, at its core, is fundamentally human. Customers don't always just want fast answers; they want to feel heard and understood. The jar metaphor I often use with leadership teams: Ever tried opening a jar with the lid screwed on too tight? No matter how hard you twist, it won't budge. That's exactly what happens when businesses pour resources into technology but forget about the people who need to use it. The real key to progress isn't choosing between technology OR humanity. It's creating systems where both work together, responsibly. So, here are 3 practical steps for leaders and businesses: 1. Keep customer interactions personal: Automation is great, but ensure people can reach humans when it matters. 2. Let technology do the heavy lifting: AI should handle repetitive tasks so your team can focus on strategy, complex problems, and relationships. 3. Lead with heart, not just data (and I’m a data person saying this 🤣) Technology streamlines processes, but can't build trust or inspire people. So, your action step this week: Identify one process where technology and human judgment intersect. Ask yourself: - Is it clear where AI assistance ends and human decision-making begins? - Do your knowledge workers feel empowered or threatened by technology? - Is there clear human accountability for final decisions? The magic happens at the intersection. Because a strong culture and genuine human connection will always be the foundation of a great organization. What's your experience balancing tech and humanity in your organization?

Rather than think Human-in-the-Loop - which implies AI-first with human involvement - it is often better to think AI-in-the-loop, with humans in control and AI supporting as useful. A new paper explores the distinctions between these models (link in comments). Some of the insights: 💡 Automation or collaboration? The key difference in the models is how control and accountability are allocated between human and machine. Essentially human-in-the-loop is automation with human involvement, while AI-in-the-loop is human-driven collaboration with AI. 🔄 Patterns of interaction. In human-driven setups, the AI’s role is highly contextual, tailored to the user’s specific needs and expertise. For AI-driven models, the human interaction is often more reactive—addressing errors or fine-tuning outcomes. 🤝 Trust in human-AI collaboration. Trust is earned differently in these systems. For human-driven setups, users need to feel that the AI is transparent and interpretable. For AI-driven systems, trust hinges on the system proving reliable over time and aligning with user expectations. In both cases, trust is critical to generate useful collaborative outcomes. 🛠 Selecting the right system for the task. The choice between human-in-the-loop and AI-in-the-loop systems depends on the complexity of the task. For repetitive or predictable tasks like inventory forecasting or detecting product defects, AI-driven systems can automate effectively. For nuanced and high-impact applications like personalized healthcare decisions or crafting adaptive education strategies, human-driven systems should be chosen. The language and frameworks we use shape the systems we create. The implicit framing that AI leads in the human-in-the-loop phrase is dangerous. In many cases we absolutely want humans first, with AI-in-the-loop where it is useful.

Yesterday, I posted a conversation between two colleagues, we're calling Warren and Jamie, about the evolution of CX and AI integration. Warren argued that the emphasis on automation and efficiency is making customer interactions more impersonal. His concern is valid. And in contexts where customer experience benefits significantly from human sensitivity and understanding — areas like complex customer service issues or emotionally charged situations — it makes complete sense. Warren's perspective underscores a critical challenge: ensuring that the drive for efficiency doesn't erode the quality of human interactions that customers value. On the other side of the table, Jamie countered by highlighting the potential of AI and technology to enhance and personalize the customer experience. His argument was grounded in the belief that AI can augment human capabilities and allow for personalization at scale. This is a key factor as businesses grow — or look for growth — and customer bases diversify. Jamie suggested that AI can handle routine tasks, thereby freeing up humans to focus on interactions that require empathy and deep understanding. This would, potentially, enhance the quality of service where it truly mattered. Moreover, Jamie believes that AI can increase the surface area for frontline staff to be more empathetic and focus on the customer. It does this by doing the work of the person on the front lines, delivering it to them in real time, and in context, so they can focus on the customer. You see this in whisper coaching technology, for example. My view at the end of the day? After reflecting on this debate, both perspectives are essential. Why? They each highlight the need for a balanced approach in integrating technology with human elements in CX. So if they're both right, then the optimal strategy involves a combination of both views: leveraging technology to handle routine tasks and data-driven personalization, while reserving human expertise for areas that require empathy, judgement, and deep interpersonal skills. PS - I was Jamie in that original conversation. #customerexperience #personalization #artificialintelligence #technology #future

AI and automation are changing the game when it comes to efficiency. The real challenge now is: how do we use these tools without losing the human connection that makes business meaningful? 🤖✨ Sure, AI is great at personalizing experiences, speeding up processes, and getting things done fast. But all that efficiency doesn’t mean much if it feels cold or robotic. 🤷♂️ At the end of the day, people connect with people. AI can suggest the right product or answer common questions, but building trust and empathy—that’s still something only humans can do. ❤️ So how do we get this balance right? How do we let technology do the heavy lifting without losing that personal touch? The key lies in combining smart tools with genuine care. Let AI handle the routine stuff 🏋️♂️ so that people can focus on building real relationships, adding value, and making customers feel heard. Think about it: ✅ A chatbot that knows when to pass the conversation to a real person. ✅ Automated emails that don’t sound like they came from a robot. ✅ Insights from AI that actually help teams connect better, not just work faster. I wrote more about this in my chapter for Connectedness, Thinkers50’s latest book 📖—exploring how businesses can stay human even as they go digital. In the end, efficiency opens the door—but it’s human connection that invites people in. 💫 -gs

2025 will NOT be all about VoiceAI Agents in Customer Service. 𝗜𝘁 𝘄𝗶𝗹𝗹 𝗯𝗲 𝗮𝗯𝗼𝘂𝘁 𝗮 𝗛𝘆𝗯𝗿𝗶𝗱 𝘄𝗼𝗿𝗸𝗳𝗼𝗿𝗰𝗲 𝗼𝗳 𝗔𝗜 𝗔𝗴𝗲𝗻𝘁𝘀 𝗮𝗻𝗱 𝗛𝘂𝗺𝗮𝗻 𝗔𝗴𝗲𝗻𝘁𝘀. Yesterday, we spent a full day with the executive team of a large Auto Insurance company showing them the future of VoiceAI Agents and how it can transform their business. It became clear to them that VoiceAI agents can handle most of their interactions. But are they in a position to transition 100% of all their interactions to VoiceAI agents tomorrow? Not really. They needed to think about things like API readiness, risk tolerance, complexity of interactions, LLM hallucination risk, sensitivity of the interaction (emotional quotient), and more. These are core elements of what we call our 𝗔𝗜 𝗔𝗴𝗲𝗻𝘁 𝗥𝗲𝗮𝗱𝗶𝗻𝗲𝘀𝘀 𝗥𝘂𝗯𝗿𝗶𝗰. Using our 𝗖𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲 product, we analyzed their past customer service interactions. For every interaction type, we measured readiness factors and generated an 𝗔𝗜 𝗔𝗴𝗲𝗻𝘁 𝗥𝗲𝗮𝗱𝗶𝗻𝗲𝘀𝘀 𝗦𝗰𝗼𝗿𝗲. Clearly, some interaction types had a very high score, and some had very low scores. It became clear to them that 𝗮𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗼𝗻 𝗶𝘀 𝗮 𝗷𝗼𝘂𝗿𝗻𝗲𝘆. They will start moving high-score interactions to AI agents while the human agents still take the low-score calls. In parallel they will do the work to improve the AI Agent readiness score for the remainder for the interaction types. 2025 will be the year where enterprises that can balance AI agents and Human agents will win. Enterprises that know when to use AI agents and when to use Human agents. Enterprises that can transition seamlessly between Human and AI agents. 2025 𝘄𝗶𝗹𝗹 𝗯𝗲 𝘁𝗵𝗲 𝘆𝗲𝗮𝗿 𝗼𝗳 𝗨𝗻𝗶𝗳𝗶𝗲𝗱 𝗔𝗴𝗲𝗻𝘁𝘀 (𝗛𝘂𝗺𝗮𝗻 𝗮𝗻𝗱 𝗔𝗜).

Here’s something we don’t often talk about: Automation is a double-edged sword. Use it wisely. In a world where automation promises ease and efficiency, we must remember that too much automation can harm your business. Here’s why: 1️⃣ Personal touch gets lost. 2️⃣ Customer relationships weaken. For years, businesses have chased automation to save time and cut costs. But in this pursuit, they've often forgotten the human element. 🤖 Customers crave connection. They want to speak to a PERSON, not a MACHINE. Emails should feel PERSONAL, not AUTOMATED. Recently, I had a meeting with a marketing agency that automated everything: emails, client communications, and social media posts. Initially, it streamlined processes and cut costs, but client satisfaction declined. Clients felt overlooked without the personalized touch, leading to decreased retention and slowed new business. Balance is key. Use automation to assist, not replace. Keep the personal touch alive. ▶ Talk to your customers. ▶ Listen to their needs. ▶ Show them you care. Did you know? According to a study by PwC, 82% of U.S. consumers want more human interaction in customer service. Think about this: 𝘏𝘰𝘸 𝘮𝘶𝘤𝘩 𝘢𝘶𝘵𝘰𝘮𝘢𝘵𝘪𝘰𝘯 𝘪𝘴 𝘵𝘰𝘰 𝘮𝘶𝘤𝘩? Find the right balance. One that works for you and your customers. Remember, in the race to automate, don’t lose sight of the personal touch that sets you apart. ♻️ If you found this message valuable, share it. ➕ Follow for more insights. #Automation #BusinessGrowth #DigitalTransformation #BusinessStrategy #Innovation

90% of sales are automated today.   But is it helping us connect or pushing customers away? Automation can boost speed… but does it hurt trust? (Lets find out.)   In my 24 years in marketing, I’ve watched tech transform the industry.   Automation has brought speed and convenience, but it’s also introduced a challenge: How do we keep the human side alive?   Sales isn’t just about closing deals; Its about connecting with people.   We buy from those we • Trust • Connect with • Feel valued by.   Customers remember how we make them feel. A transaction fades but a connection lasts.   I’ve seen companies lose clients because they focused too much on automation and not enough on the personal touch.   Automation is a fantastic tool → when used right. But when overused, it can push clients away.   Here are 3 things I’ve learned to keep clients engaged:   Make Clients Feel Heard ↳ Use automation for follow-ups only. ↳ Start with real, genuine conversations. ↳ Listening builds trust, automation doesn't.   Balance Tech with Real Connection ↳ Automate simple tasks, personalize important ones. ↳ Clients remember thoughtful, small gestures. ↳ A personal touch always stands out..   Focus on Meaningful Conversations ↳ Quality beats quantity every time. ↳ Real connections build strong loyalty. ↳ Sincere messages matter more than many. Automation should support not replace the human element. It’s about finding the right balance. How are you keeping the human touch alive in sales? Drop your thoughts below!  

Scaling a business feels like a sprint. There's always more: leads to contact, deals to close. But here’s the risk no one talks about: 1. When everything is automated, do we lose what makes us human? 2. Does efficiency come at the cost of connection? I’ve faced this challenge firsthand. My first instinct was to automate everything. But the results? Flat responses, disengaged leads, and a feeling that I was just adding to the noise. Here’s what I learned: 1. Automate the repetitive, never the relationship. Let tech handle the mundane so you can focus on building trust. 2. Save time, reinvest it in personalization. Use that extra time to write thoughtful messages that actually resonate. 3. Leverage AI as your assistant, not your voice. Let it enhance your insights, not replace your authenticity. The result? Faster workflows, deeper connections, and better outcomes. It’s not about choosing between automation and personalization—it’s about using them together, strategically. How do you balance these two? #automation #sales #leadgeneration #marketing

2024 revealed a crucial truth about multifamily: we're letting our technology outpace our people. But there's good news - we have a real opportunity to fix this. Through hundreds of property shops and comprehensive research, I've witnessed firsthand how we can better leverage automation to empower our teams and assist our customers Here's what I've seen: • Companies relying too heavily on 'set it and forget it' PropTech (which, by the way, is never truly 'set and forget'). We can enhance responsiveness by blending this tech with more human interaction. • AI responses missing the mark on basic inquiries. With some fine-tuning, we should be able to make these more accurate and context-aware. • Websites forcing tour scheduling when prospects just want quick info. Why not offer flexible options that cater to different preferences? • Onsite teams overwhelmed with tech support questions from residents. We can make our portals more user-friendly and provide better adoption support. My research with Swift Bunny confirmed what onsite teams have been telling us - they're drowning in PropTech while basic customer service suffers. But here's the kicker: the technology isn't the problem. It's our implementation and training that need a boost. Let's work to create the balance between innovative tech and that irreplaceable human touch in multifamily. It's time to elevate our game.

A common trap I see people fall into… Over-relying on automation. Thinking that AI can handle everything, including recruiting, is a mistake. Sure, AI can screen candidates. But it lacks the human touch. It can't replace the nuance of person-to-person interaction. In recruiting, there's a push to commoditize the process. This means relying too much on tech and not enough on building relationships. This makes it harder to gauge true skills and personality. How to balance automation and human interaction: 1. Use AI as a tool, not a crutch: Let AI handle repetitive tasks, but keep the human element in decision-making. 2. Prioritize relationship building: Spend time getting to know candidates beyond their resumes. 3. Be aware of AI tricks: Stay updated on how candidates might use AI to game interviews. 4. Focus on soft skills: Evaluate communication, empathy, and cultural fit, which AI can't measure well. 5. Stay adaptable: Regularly review and adjust your recruiting process to maintain a balance between tech and human touch.