Human VS AI: Striking the Right Balance in Customer Service

At TalentPop, we understand that the future of support is about utilizing both people and technology where they are most important, not about picking one over the other. Experts discussed how to manage scarce resources and growing expectations while delivering better customer experiences by striking a balance between AI and human interaction in a recent DTCX webinar hosted by Joe from Gorgias. The discussion demonstrated that teams can work more quickly without sacrificing the empathy that fosters loyalty when AI takes care of the repetitive tasks and humans concentrate on high-stakes situations. The discussion below will cover: ✔ How AI can automate 40–70% of common tickets (such as order tracking and FAQs) to decrease agent burnout and speed up responses ✔ Why human agents are still necessary for high-value, emotional, or complex interactions that call for empathy and relationship-building ✔ A useful three-tiered framework for routing interactions: fully human for complex cases, AI-assisted with human review, and fully automated ✔ Practical evidence of how agents can concentrate on proactive, high-impact support by using smarter automation during busy occasions like Black Friday.Why the secret to scalable, compassionate CX is striking the correct balance rather than maximizing automation. We had the privilege to contribute TalentPop's viewpoint, bringing realistic strategies into line with the everyday challenges faced by E-Commerce teams. Because scaling support means creating more intelligent systems that allow people to do what they do best, not compromising care.