How to Redesign Customer Service for Humans and AI
Salesforce, Monday, November 10th, 2025
Agentic AI is changing how we work - the transition is easiest when your customer service roles are clearly defined.
Service leaders will be most successful in today's AI-driven world when they create a strong, convincing narrative of why, where, and when humans are essential to advance customer loyalty to a brand.
For the next five years, AI is unlikely to be preferred by a customer who is anxious, in a hurry, or has an urgent problem. AI survey data and intuition align around the conclusion that these situations require a face-to-face or a chat session, or a video or phone conversation. These indispensable moments are when customer relationships can be sealed for years into the future. Human service reps are essential - they just need to be adapted as you integrate AI into your business.