{"id":39908,"date":"2025-01-15T08:57:12","date_gmt":"2025-01-15T07:57:12","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=39908"},"modified":"2025-02-17T10:53:19","modified_gmt":"2025-02-17T09:53:19","slug":"the-great-ai-and-human-agents-alliance","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-great-ai-and-human-agents-alliance\/","title":{"rendered":"The great AI and human agents alliance"},"content":{"rendered":"<p>2025 has just started, but it&#8217;s already bound to mark a major change in the Digital Customer Service arena. In fact all leading omni-channel providers are promoting their <em>AI agents<\/em> to their main company clients. Therefore now <strong>the ball lies on customer service managers&#8217; court<\/strong> who have to take crucial decisions pretty quickly. So if you&#8217;re one of them I guess you&#8217;re wondering: &#8216;<em>how can I take advantage of both AI and human agents?<\/em>&#8216;<\/p>\n<p><!--more--><\/p>\n<h2><strong>Listen to the podcast<\/strong><\/h2>\n<iframe loading=\"lazy\" src=\"https:\/\/widget.spreaker.com\/player?episode_id=63689125&amp;theme=light&amp;playlist=false&amp;playlist-continuous=false&amp;chapters-image=true&amp;episode_image_position=right&amp;hide-likes=false&amp;hide-comments=false&amp;hide-sharing=false&amp;hide-logo=false&amp;hide-download=true\" width=\"100%\" height=\"150px\" frameborder=\"0\"><\/iframe>\n<p>\ud83c\udfa7 Subscribe on <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">Spotify<\/a><em>, <\/em><a href=\"https:\/\/music.amazon.it\/podcasts\/163af2c6-6ab2-4525-9802-458e8f75ee4a\/customer-service-culture-en\">Amazon Music<\/a> or <a href=\"https:\/\/podcasts.apple.com\/it\/podcast\/customer-service-culture-en\/id1050411354\">Apple Podcast<\/a>.<\/p>\n<h2><strong>Highlights\u00a0<\/strong><\/h2>\n<ul>\n<li>00:03 Intro episode <strong>#39\u00a0<\/strong><\/li>\n<li>00:42 Key questions you&#8217;d better ask yourself now<\/li>\n<li>01:51 The rise of AI agents in Digital Customer Service<\/li>\n<li>03:07 Why AI agents are way more capable than chatbots<\/li>\n<li>05:01 Get AI and human agents allied with a common goal<\/li>\n<li>06:45 Keep your <em>human<\/em> customer service team first!\u00a0<\/li>\n<li>08:01 The difference between Gen AI and Conversational AI (agents)<\/li>\n<li>10:15 From incidents to opportunities: a company Customer Culture evolution<\/li>\n<li>15:03 <span class=\"x1c3i2sq x19la9d6 x1fc57z9 xexx8yu x19um543 x18d9i69 x1m6msm x6ikm8r x10wlt62 x19co3pv x1g5zs5t xfibh0p xiy17q3 x1xsqp64\"><span class=\"\">\ud83d\udca1 C<\/span><\/span>ouple Conversational AI usage with human agent training\u00a0<\/li>\n<li>17:09 From human agents to digital conversation specialists with the DCS Personas\u00a9<\/li>\n<li>18:41 Did you check out the &#8216;Customer Culture Academy&#8217;?<\/li>\n<li>19:31 Let&#8217;s talk about your next goals: <em>paolo@customerserviceculture.com<\/em><\/li>\n<li>19:55 Subscribe on Spotify, Apple Podcast or Amazon Music<\/li>\n<li>20:19 Check out all available services on CustomerServiceCulture.com<\/li>\n<\/ul>\n<h2><strong>Powerful links\u00a0<\/strong><\/h2>\n<ol>\n<li>Previous podcast episode: &#8216;<a href=\"https:\/\/bit.ly\/Pod-38-EN\">digital channels are not for everybody<\/a>&#8216;<\/li>\n<li>Check out my Digital Customer Service <a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">consulting page<\/a><\/li>\n<li>Get your customer service team up-skilled with customized <a href=\"https:\/\/customerserviceculture.com\/en\/training\">training paths<\/a><\/li>\n<li>Download the <a href=\"https:\/\/bit.ly\/DCSP-EN\">DCS Personas\u00a9<\/a> skill-set framework<\/li>\n<li>Want to boost your next conference? Here&#8217;s <a href=\"https:\/\/customerserviceculture.com\/en\/speaking\/\">3 +1 keynotes to choose from<\/a>.<\/li>\n<li>Read my book &#8216;<a href=\"https:\/\/amzn.to\/3MX8VAq\">The Power of Digital Conversations<\/a>&#8216;\u00a0<\/li>\n<li>Learn about the <a href=\"https:\/\/customerserviceculture.com\/en\/customer-culture-academy\/\">Customer Culture Academy<\/a>.<\/li>\n<\/ol>\n<h2><strong>How I can help you<\/strong><\/h2>\n<p>Now let&#8217;s wrap up this episode together. First off, the sooner you learn about AI agents the better you&#8217;ll be able to take conscious decisions in a timely manner. Then, make sure to build up gradually a win-win alliance between AI and human agents (aka your customer service team). Last but not least, get your team up-skilled over digital channels <strong>to optimize every conversation with the customer<\/strong>.<\/p>\n<blockquote>\n<p>\ud83d\udc49 So, are you ready for your next challenge? <a href=\"https:\/\/customerserviceculture.com\/en\/contact-paolo\/\">Let&#8217;s talk about it informally.<\/a><\/p>\n<\/blockquote>\n<p>Have great conversations.\u00a0<\/p>\n<p>.<\/p>\n<p><em>Image credit: Unsplash.com<\/em><\/p>\n<p>.<\/p>\n<p>Stay in the loop <a href=\"https:\/\/customerserviceculture.com\/en\/newsletter\/\">with the newsletter<\/a>.<\/p>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>2025 has just started, but it&#8217;s already bound to mark a major change in the Digital Customer Service arena. In fact all leading omni-channel providers are promoting their AI agents to their main company clients. Therefore now the ball lies on customer service managers&#8217; court who have to take crucial decisions pretty quickly. So if [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":39938,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[955,956,746,763,791],"class_list":["post-39908","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-ai-agents","tag-conversational-ai","tag-digital-customer-service-2","tag-podcast-2","tag-upskilling"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>The great AI and human agents alliance - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"2025 will mark a change in Digital Customer Service so If you&#039;re a manager you&#039;ll be wondering: how can I couple both AI and human agents?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-great-ai-and-human-agents-alliance\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The great AI and human agents alliance - 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