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.

The Right To A Human Is The Next Test For Customer Service AI By Liam Dunne, Forbes Councils MemberSource: Forbes Innovation https://www.forbes.com/innovation/ The right to request a human shouldn't weaken the business case for automation but should sharpen it instead. Get AI news in your inbox Daily digest of what matters in AI.