Thursday 28 May 2026

Implementing Agentic AI in Customer Service Without Losing the Human Touch

This topic explores practical experience implementing AI and automation within a fast-growing customer service organization while maintaining a strong customer-centric approach. The session will cover how AI can be introduced into daily support operations to improve scalability, efficiency, and customer experience without losing the human element that remains essential in Customer Service. A core focus will be the balance between automation and human support, including where AI performs effectively, where human intervention is still critical, and how operational processes and system integrations can help reduce contact rates while improving CSAT. Key learnings from introducing more agentic AI approaches into Customer Service operations will also be shared, while ensuring customer trust, empathy, and quality remain central to the experience