What to automate
The panel agreed that agents are best at the work CX teams rarely have time for: reading every comment behind a spike, pulling the related tickets and calls, and asking affected customers a follow-up question.
- Investigating anomalies and assembling the evidence.
- Sending follow-up surveys to the customers a finding affects.
- Drafting replies and tasks for a person to approve.
- Re-measuring after a fix and reporting whether it worked.
What to keep with people
- Decisions about compensation, refunds and goodwill gestures.
- Policy exceptions, and anything that sets a precedent.
- Clinical, legal or regulatory complaints, where a wrong answer has consequences beyond one customer.
Let the agent prepare the file. A person should still sign it.
Who should watch
The recording is for CX, operations and contact centre leaders evaluating AI agents, and for teams already running pilots who want to set sensible limits.
Bring one workflow
Before you watch, pick one CX workflow you'd like to automate. The framework in the second half of the session maps it step by step.
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