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The Right To A Human Is The Next Test For Customer Service AI

Forbes Councils member Liam Dunne argues that customer service AI must guarantee customers the right to request a human agent, a shift that should sharpen rather than weaken the business case for automation. Dunne contends that preserving human escalation paths will build trust and improve outcomes, making AI-driven customer service more effective overall.

read1 min views4 publishedAug 31, 2026
The Right To A Human Is The Next Test For Customer Service AI
Image: Machinebrief (auto-discovered)

By Liam Dunne, Forbes Councils MemberSource:

Forbes InnovationThe right to request a human shouldn't weaken the business case for automation but should sharpen it instead.

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source & further reading
machinebrief.com — original article New York Governor Kathy Hochul thinks AI should be ‘less evil’ Tech Spending Is A Leadership Problem, Not Just A Procurement Problem Import AI 471: Why Hugging Face worries me; space mining; FIve Eyes on AI
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