How To Decide When Top Use a Human vs AI - A Decision Making Framework

Podcast: The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth · Colin Shaw, Beyond Philosophy LLC

Opublikowano: 2026-05-23

Everyone's racing to be "AI-first." The problem? Customers didn't vote for it. In this episode, we unpack a practical decision framework for when AI should lead, when humans must lead, and how to avoid automating the very moments that drive loyalty (or churn). We also get into a surprising twist: why AI can sometimes sound more empathetic than people—and what that says about how most service teams are set up today. What you'll learn in this episode Why "AI-first" is usually a cost initiative pretending to be a strategy A simple way to...