In today’s video, Nicholas Biron break down a growing problem in both customer service and employee experience: AI is being used as a barrier, not an enabler.
Vendors love to talk about “human in the loop,” but in reality, that human is usually sitting behind the scenes, not where customers and employees actually interact. The result? Frustration, loss of empathy, and an experience that feels increasingly robotic.
He shares real example; from trying to reach a live agent at major providers, to a recent doctor’s visit where AI-driven prompts replaced real human connection, to how AI is affecting performance management.
But it’s not all doom and gloom. AI can dramatically improve experience when used correctly. Payroll support is a great example, where AI agents can resolve simple questions instantly and free up human teams to focus on critical issues.
If organizations want to improve retention, customer satisfaction, and trust, they need to strike the right balance between automation and empathy. Share your stories: Where has AI improved your experience? Where has it made things worse? Your insights help shape the research we publish at 3Sixty Insights.