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How to Strike the Right Balance Between Human Agents & AI Agents

Overview

While AI delivers speed, scalability, and relentless execution, humans provide empathy, creativity, and subtle judgment. Together, they're revolutionizing the way we provide customer experiences.

Thank you for showing interest in our engaging session, where we discussed:

  • The changing role of AI Agents in business operations and customer support
  • How to determine what tasks are most effectively performed by AI versus human agents
  • Collaborative intelligence frameworks, where AI and humans co-create value in reality
  • Empowering real-world examples of AI-human synergy in action
  • Ethical, emotional, and operational best practices for hybrid support models

 

Praveer-Chadha-1


Panelist:
Praveer Chadha,
Sr Vice President,
Customer Management Services

 

Larry-Fleishman


Panelist:
Larry Fleischman,
Sr Vice President,
Client Relationships, Digital Experiences

 

Sohaib-Ahmed 
Panelist:
Sohaib Ahmed,
Head, Solution Architect, Customer Management Services

 



Key Discussion Points

Organizations must align their strategy across all levels, bridging customer expectations with business goals to truly harness the power of AI

Whether it’s a human or AI performing the task, mistakes can happen on either side. It’s not about perfection, it’s about enhancement.

The goal is to build human-in-the-loop technology that supports and augments human capabilities, making people smarter and more efficient with the help of AI, rather than replacing them.

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