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Striking the Right Balance: How AI and Customer Service Agents Can Collaborate

Contributed article by Andy Dignan, President at Five9   

As companies make headlines for their use of artificial intelligence (AI) to handle customer support, it’s clear that the industry remains one of the most impacted by AI adoption. Despite the initial rush to automate, organizations are realizing that great customer service still needs humans. Some are even reversing course, re-hiring employees once replaced by AI, recognizing that human connection is as important as ever, perhaps even more valuable.  

We are still in the learning stages of understanding how AI can best enhance customer experience (CX). These tools are not only transforming how businesses are able to operate from reducing wait times to improving responsiveness, they are creating new ways for customers to engage. But the most successful AI in CX strategies are powered by a true collaboration of AI and human touch. 

As companies consider how to invest in and deploy AI across their organization, customers should remain a key priority in those decisions. These are key factors to consider when finding the right balance between AI and human collaboration in customer service.  

AI Efficiency Requires Human Empathy    

While AI can dramatically improve speed and productivity, humans will remain essential for handling complex or emotionally charged interactions. Empathy, emotional intelligence, and active listening are personalization skills that can not be fully replicated by technology. When balanced thoughtfully, AI and humans can complement each other, saving customer service agents time to focus on where they’re needed and automating repetitive tasks. Knowing when to deploy AI and when to collaborate with it prevents overreliance while making sure customers feel heard and valued.  

When to Use AI: 

• Automating routine tasks: Agentic AI tools can step in and provide large productivity gains.
• Routing inquiries: Leverage AI to categorize requests to the right department.
• Knowledge support: Remember relevant customer information to retain loyalty.
• Post-interaction tasks: Generate call summaries or sentiment analyses to speed follow-up.    

When to Prioritize Human Agents: 

• Managing escalations: Resolve complaints or frustrations that require empathy and active listening.
• Handling complex issues: Address multi-step or unique customer problems that don’t fit a script.
• Discussing sensitive topics: Navigate private concerns with care and understanding.
• Building relationships: Foster trust and loyalty through personalized, human-centered interactions.    

Customer Loyalty Should Remain Top Priority    

Great customer service can’t rely on AI alone without potentially risking customer loyalty. Understanding your unique customer base is critical when deciding where to deploy AI. Customer priorities and expectations often differ from internal organizational values, but foster maintained trust. 

In a recent Five9 survey, an overwhelming majority of consumers (86%) said empathy and human connection are more important than a quick response in providing excellent customer experience. While technology is innovative, customers still crave a genuine, human connection – especially regarding emotionally charged situations.   

Poor customer service can leave a lasting mark on a brand’s reputation. Many times, contact center agents are the human voice that customers associate with the company, and 40% of consumers report that they will stop doing business with a brand after just one bad interaction. This underscores the risk of relying too heavily on automated interactions – which lack empathy and nuance – that only people can provide. AI is a case-by-case solution that should be used to enhance human interaction.  

Generational Impacts of AI in Customer Service    

Generational differences play a major role in how customers interact with AI. While younger generations adapt more quickly to technology, older generations often prefer some level of human support. According to a recent Five9 survey, 61% of Baby Boomers are unwilling to forgive a negative chatbot experience, compared to just 20% of Gen Z.   

Gen Z are often described as natural “prompt engineers,” understanding how to interact with AI to get the information they need. Conversely, this skill requires more learning for older generations who didn’t grow up in digital native environments. Recognizing these differences is essential to delivering customer support that resonates across all age groups.  

The same survey found that more than half (60%) of Gen Z customers still prefer human interaction for complex issues. AI presents a powerful opportunity for brands to enhance customer service, but strategic implementation is key to achieving maximum impact and ROI.  

The Future of AI in Customer Service 

AI’s true potential lies not in replacing agents, but in augmenting them. When organizations embrace collaboration between human agents and AI, they can deliver a customer experience that is both efficient and empathetic. Striking this balance ensures that every customer, regardless of generation or preference, feels supported in a way that builds long-term trust and loyalty.

About Andy Dignan

As President at Five9, Andy brings a dynamic blend of operational expertise and strategic vision to drive growth and enhance customer value. Leading customer success, services, information technology, and business operations, he ensures that all revenue-generating functions operate seamlessly to deliver exceptional customer and partner experiences. 

Andy has spent his entire career in the CX space. Andy is skilled at developing solutions that create positive business outcomes. He has a deep understanding of the technology landscape and is considered an industry expert in the Contact Center & Collaboration industry.