Is your customer team dehumanized?

Is your customer team dehumanized?

“When customers read our responses, they feel more empathy with our chatbot than with our human agents!” It may seem a paradox, but it’s exactly what some managers are complaining about these days. Of course I refer to those who carry out quality checks over Digital Customer Service conversations on a regular basis. As some of them are observing their customer service team dehumanized, this issue is also affecting their KPIs.

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  • 00:03 Intro episode #32
  • 00:35 I felt more empathy chatting with the chatbot! Said the customer
  • 02:31 The handover to the human agent: a moment of truth
  • 03:51 Why a customer service team becomes ‘dehumanized’
  • 04:21 Detecting the root cause when KPIs are declining
  • 06:31 Different digital channels, different conversational skills!
  • 07:05 Download the ‘DCS Personas©‘ skill-set framework
  • 07:21 Check out my DCS training paths
  • 08:31 The very first action agents need to take is NOT answering
  • 10:23 Send your feedback / question:
  • 10:45 Subscribe to the podcast now
  • 11:01 All my consulting services on
  • 11:35 The ‘Customer Culture Academy’

Related links 

  1. Balancing AI and human interactions [read article]
  2. Previous podcast episode ‘run a digital skill-matching check’ [listen here]
  3. Download the DCS Personas© skill-set framework [here]
  4. Want to run a digital skill-matching check? [go to my consulting page
  5. Get your Digital Customer Service team up-skilled with my training paths.
  6. Check out my 3 speaking programs to hire me for your next conference.
  7. Take advantage of the Customer Culture Academy

Deep dive

I’m sure that you don’t want to get a customer service team dehumanized. Conversely technology, especially Gen AI, has to be an enabler helping human agents leverage every digital conversation with the customer. Learn from real case examples reading ‘The Power of Digital Conversations‘. 👇

The Power of Digital Conversations 


Have great conversations. 👊

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About Paolo Fabrizio

Digital Customer Service Consultant, Trainer, Author, Speaker. In the 90s he took part in the startup of the first online insurance company in Italy, following the customer's entire life cycle. Since 2013 as a consultant and trainer he has helped companies to exploit digital customer service as a business lever. Founder of, he is the author of thematic books at thematic conferences in Italy and abroad and lecturer at the Bicocca University of Milan.

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