CRM & Loyalty
Just Because a Person Can Do Something, It Doesn’t Mean They Should
Using AI to support customers sparks a lot of debate. It can improve the customer experience, but it can also push customers away if handled poorly. While AI can do many impressive things, some situations still need human interaction—especially when issues are complex, sensitive, or require empathy.
On the other hand, AI can actually enhance the experience by handling tasks more efficiently. Just because a human could manage a task doesn’t mean they should. For example, routine requests like checking an account balance, resetting a password, or tracking a package don’t require a live person. What customers want most is fast, accurate information delivered conveniently.
Even though nearly 70% of customers prefer phone contact, many also value speed and ease. Sometimes the best experience means cutting out unnecessary human interaction. Smart companies are finding a balance by using AI for routine, transactional tasks while reserving human agents for situations that need judgment and empathy.
The goal isn’t to replace humans with AI but to use each where they work best. Let technology handle what it can do quickly and accurately, and keep live support easy to access when customers want it. At the end of the day, customers just want their problems solved well, no matter who—or what—helps them.
For professionals in hospitality and events, this balance is especially important. Guests appreciate quick answers to simple questions, like booking confirmations or event schedules, but also value human interaction when issues are more personal or complicated. Implementing AI thoughtfully can improve service efficiency while keeping the personal touch where it counts.
To explore practical AI tools and courses that can help you enhance customer experiences in your field, check out Complete AI Training’s courses by job.
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