The AI Trust Gap: When Should AI Make the Call in Customer Service?

How CX leaders can decide when to trust AI, when humans should step in and what QA reveals about the decisions in between
Tuesday, November 10 @ 11AM PT / 2PM ET
Speakers
Carolina Dangson,

Product Marketing Manager

Kustomer
On the Agenda

Your most experienced agents may be the least likely to trust AI. Meanwhile, newer agents may be relying on it too much.

Faster resolutions and higher automation rates only tell part of the story. Teams still need to know when AI can handle a conversation on its own, when a human should step in and whether the quality of service is holding up along the way.

On November 10, CMSWire and Kustomer will examine where trust in AI breaks down, how QA and governance can help teams evaluate performance and what leaders should consider before giving AI more responsibility.

What You'll Learn

  • Why experienced agents may second-guess AI while newer agents rely on it too heavily
  • How to decide which customer interactions AI should handle and when humans should step in
  • How QA can uncover performance gaps and quality issues that automation metrics might miss
  • How CX leaders can use QA and governance to build trust before expanding automation

Presented by

Kustomer is the Intelligent Customer Experience Platform empowering brands to put customers at the center of every interaction. By unifying customer data, conversations, and AI-powered workflows into one seamless workspace, teams deliver service that delights, retains, and drives growth. With Kustomer, support becomes faster, smarter, and more personal, so every customer feels like your most important one. Leading brands use Kustomer to power omnichannel support, intelligent routing, AI assistants, and now AI-native reporting with Data Explorer.
Discover more at www.kustomer.com.