How to Balance AI and Human Service in Your Contact Center

In today’s fast-paced business landscape, where customer expectations are sky-high, the way companies approach customer service can make or break their success. For small to medium-sized businesses seeking affordable and efficient solutions, striking the right balance between AI-driven support and human interaction is imperative. A recent conversation on the Delighted Customers podcast with guest Nick Glimstyle, author of The Heart of Service, sheds light on how businesses can adopt innovative strategies to improve customer experiences while maintaining the human touch.

With over eight years of experience in contact center management and consulting, Nick offers valuable insights into the evolution of customer service, the growing role of AI, and how businesses can navigate the challenges of change management to create transformative results.

The Evolution of Customer Service: A Landscape Shaped by AI

Customer service has entered a new era. According to Nick, the past eight years have brought more changes to the contact center industry than the previous two decades combined. From AI-driven tools to omnichannel platforms, the opportunities to streamline customer experiences have grown exponentially. Yet, this progress has also introduced challenges, particularly when it comes to integrating technology into workflows effectively.

One of Nick’s key observations is that many companies rush to implement AI technologies, such as chatbots, without fully understanding their customers' needs or planning for seamless integration. This often results in fragmented communication experiences, leaving both customers and employees frustrated.

The Customer Experience Conundrum

To illustrate the pitfalls of poor system design, Nick shared a personal story about a frustrating experience with a door handle company. After an efficient back-and-forth text exchange with a representative, Nick was told to call a 1-800 number to complete the transaction - a time-consuming process that disregarded the context and effort already invested.

This anecdote highlights a larger issue: businesses often fail to provide continuity in customer interactions. For time-pressured consumers, such breakdowns can lead to dissatisfaction and a loss of trust.

Learning from The Heart of Service: A Transformative Journey

At the core of the podcast discussion was Nick’s new book, The Heart of Service, a fictionalized yet realistic account of the trials and triumphs of improving customer service within a large organization. The story follows Chloe Chen, a determined leader navigating the complex waters of change management in a company struggling with low customer retention, high employee turnover, and poor satisfaction metrics.

A Fresh Narrative Approach

Unlike the typical business book filled with lists of best practices, The Heart of Service tells a story - making its lessons more relatable and impactful. Drawing inspiration from storytelling icons like Patrick Lencioni, Nick crafts a narrative that explores not just the technical aspects of customer service but also the emotional and cultural factors influencing success.

Key Challenges Highlighted in the Book

Chloe’s journey reflects the real-world difficulties of implementing AI and improving customer experiences, such as:

• Skepticism from Leadership: Chloe faces resistance from executives who are wary of committing resources to new initiatives, especially after previous AI pilot programs have failed.
• Frontline Pushback: Employees on the ground, the ones most familiar with customer pain points, resist changes due to mistrust and past failures.
• Navigating Legacy Systems: Outdated processes and siloed technologies create friction in delivering seamless customer service.

Chloe’s solution involves breaking down these barriers by listening to frontline employees, demonstrating empathy, and presenting a compelling case to leadership using data-driven insights.

Insights for Balancing AI with Human Service

The podcast explores several strategies for integrating AI into customer service while preserving the human element:

1. Start with Outcomes, Not Technology

Nick emphasizes that businesses often start with a technology-first mindset, focusing on features and functionality. Instead, they should begin by identifying the outcomes they want to achieve - be it reducing customer churn, improving first-call resolution, or increasing employee satisfaction.

2. Include the Frontline in Decision-Making

One of Chloe’s most effective strategies in the book is involving frontline employees in planning. These employees are closest to the customer and can provide invaluable insights into pain points and needs. Ignoring their input risks alienating them and implementing technology that ultimately fails.

3. Tackle Change Management with Empathy

Introducing new technology often meets resistance. To address this, Chloe focuses on building trust, showing her team the "why" behind the change, and involving them in the process step by step. Transparent communication is key to mitigating fears and skepticism.

4. Humanize AI Interactions

AI tools like chatbots should enhance, not replace, the customer experience. Nick recommends ensuring that AI solutions maintain context and flow throughout interactions so that customers don’t feel like they’re starting from scratch when they escalate to a human agent.

5. Measure What Matters

The success of any customer service initiative ultimately depends on metrics. Chloe uses tools like Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) surveys to track progress and refine strategies.

The Stakes Are High

As Nick points out, the stakes for getting customer service right have never been higher. Poor service experiences can drive customers to competitors in just one or two interactions, even at a higher price point. Businesses not only risk losing revenue but also suffer reputational damage and incur the high costs of acquiring new customers.

Conversely, businesses that excel in customer service can foster loyalty and create advocates who help drive growth through word of mouth.

Key Takeaways

• Begin with the end in mind: Focus on the outcomes you want to achieve before choosing technology.
• Involve employees: Frontline workers possess critical insights into customer pain points - listen to them.
• Empathy drives change: Build trust through transparent communication and a focus on the "human why" behind technological shifts.
• AI should complement, not replace: Use AI to enhance efficiency without undermining personalized service.
• Measure success: Leverage metrics like CSAT and NPS to assess progress and make data-driven adjustments.
• Customer loyalty is fragile: One or two bad experiences can cost you, so prioritize consistency and responsiveness.
• Delight stems from care: Ensure that both your technology and people demonstrate genuine care for customers.

Conclusion

The integration of AI into customer service presents both opportunities and challenges. As Nick Glimstyle’s insights and The Heart of Service illustrate, success lies in balancing technology with human empathy, clear communication, and a relentless focus on customer outcomes.

For small to medium-sized businesses seeking to streamline operations without sacrificing quality, this balanced approach offers a roadmap to not only meet but exceed customer expectations in today’s competitive landscape. By listening to employees, thoughtfully deploying AI, and focusing on delivering meaningful experiences, organizations can transform customer service into a powerful driver of success.

Source: "#149 The Heart of Service: A Blueprint for Human Centered AI in Customer Service" - The Agile Brand with Greg Kihlstrom®, YouTube, Aug 21, 2025 - https://www.youtube.com/watch?v=IltRPHLJhrY

Use: Embedded for reference. Brief quotes used for commentary/review.