Limited Capacity Education Session
Fri • Sep 18 • 12:45pm – 1:30pm ET
The AI Handoff: When Should AI Stop and Humans Step In?
Most teams design AI to contain conversations, but customers want an easy path to a human. While AI adoption is accelerating, 64% of customers still prefer not to engage with it in service scenarios, largely due to fear of being stuck. This session introduces a decision framework for when AI should continue versus when a human should step in, and how to design seamless transitions that maintain trust, reduce friction, and improve the overall customer experience.
