Editorial
The Gist
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Humans still matter. AI enhances efficiency, but human empathy remains crucial for handling sensitive customer interactions and complex issues.
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Collaboration over replacement. The best approach is AI supporting agents, not replacing them. This allows humans to focus on high-value customer interactions.
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CX is evolving. AI in customer experience is inevitable, but brands must balance automation with the human touch to maintain strong customer relationships.
Advancements in generative AI, along with the rise of new kid on the block agentic AI, have sparked lively debates about which jobs will be replaced first and whether any career path is truly secure for those seeking long-term salaried employment.
According to a report by the McKinsey Global Institute, 14% of workers will be forced to change careers to stay ahead of digitization, robotics and AI by 2030. Customer service and other front-office occupations are often cited as some of the first to be automated in the early stages of AI adoption.
Should customer experience (CX) professionals be quaking in their headsets as AI bangs on the door? Or should they instead feel optimistic about how AI in customer experience can positively transform their work?
Table of Contents
- Will AI Replace Customer Service Jobs?
- Why Human Connection Still Matters in CX
- Balancing Human Expertise and AI in Customer Experience
Will AI Replace Customer Service Jobs?
We’ve already seen examples of brands favoring AI over humans. Swedish financial services company Klarna is aiming to cut its employee headcount by around a half due to anticipated AI efficiencies. The two initial areas of Klarna’s reduction will be marketing and customer service, but its approach will run much further through the business and touch many other departments and applications. For example, Klarna is also moving away from platforms such as Salesforce and Workday and hoping that AI will offer a better solution. Although those watching Klarna are interested to see how it performs, it is unlikely we will see such a strategy extend into the rest of the business world.
AI in customer experience will play an increasingly significant role supporting customers in areas such as self-service. AI-powered chatbots are already able to answer common customer queries and, with the advent of agentic AI, chatbots will be able to resolve customers’ issues across a growing number of areas. Humans, however, still hold the upper hand in CX, and their expertise will remain vital in delivering personalized, empathetic service to customers.
Related Article: Self-Service Done Right = Winning Chatbot Experience
Why Human Connection Still Matters in CX
Contact centers across a range of sectors (i.e., finance, insurance and healthcare) handle large volumes of sensitive interactions. For many of these, directing customers to self-service or a chatbot would be inappropriate. Customers reaching out to speak to an agent about an issue with their finances, to make an insurance claim following a distressing situation or to receive a health diagnosis are better served by skilled human agents who can offer both empathy and information.
The human touch is crucial when trying to improve standards of customer service. The UK supermarket chain Booths increased the number of staff in its stores at the end of 2023, aiming to provide “very high levels of service and very high levels of warmth and personal care” when dealing with customers. You would never see a luxury brand deploying self-service checkouts, and that’s because only people can offer the highest level of service. The same applies to contact center settings, where human agents can provide a level of service that isn’t possible through AI or other self-service mechanisms alone.
As well as dealing with sensitive issues and offering premium experiences, human agents are critical to manage escalations and complex challenges. If customers have filed a complaint or escalated an issue, the situation will likely require input from an experienced human professional, especially if they are trying to repair a damaged relationship.
Related Article: The Rise of Radical Authenticity: Customers Want Real Over Perfect in 2025
Balancing Human Expertise and AI in Customer Experience
Although the value added by human agents is clear, the transformative impact of AI can’t be ignored. AI is rapidly advancing and will continue to expand within organizations. The introduction of AI in customer experience is inevitable and beneficial. However, it should be used to handle low-value tasks and free up agents to focus more on customers who prefer speaking with a person.
Businesses should be prepared to adopt AI in customer experience, without losing sight of the human element. Adopting best-in-class AI will allow CX leaders to support and empower their workers, and this will create more efficient collaboration between humans and machines and drive exceptional customer experiences.
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