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Without Humans, AI in Customer Service Could Fail Us
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Photo: Ricardo Gomez Angel

Customer service is an essential part of the American economy. It is the idea in which employees interact with consumers to meet their needs, answer their questions, and ensure their experience is positive. Without this human-to-human interaction, businesses wouldn’t function in the seamless ways that they do.

With the gradual rise of AI, however, the basic concept of customer service has shifted its dynamic over the last few years. What used to be purely human-centered is now AI-driven, and what previously took hours to accomplish is now being handled in a matter of seconds. Somehow along the way, businesses became purely automated and human teams were forced to produce in completely different directions.

So far, AI in the customer service space has had its share of incredible impacts. On one hand, it has transformed services by leveraging natural language processing and machine learning to handle concerns instantly, reduce wait times, and uncover discrepancies that wouldn’t otherwise be noticeable. On another hand, AI-powered chatbots have been able to operate 24/7, making the service industry that much more convenient and easily accessible.

Data even shows AI in customer service is becoming an increasingly large demand, and according to current trends, its prominence is only going to expand from here. A recent report found that nearly 75% of customer inquiries can now be resolved by AI without human intervention, while 69% of consumers prefer AI-driven self-service tools for quick resolution. About 39% of customers use AI to find products, 49% use it to track deliveries, and 29% use it to make payments.

Despite how transformative AI has been, one expert in the industry, Jason Rosenfeld, Chief Growth and Alliances Officer at NewRocket, pushes back. Ever since AI’s development, enterprises have moved the needle toward automated workflow in great ways, but resolutions have only been resolved at the surface.

"I've watched the enterprise landscape shift from 'Call-First' to 'Self-Service', but today's customers demand something more. They demand instant gratification they experience in their daily lives with AI. In the past, we were held back by poor data, siloed information, and disconnected technology. Now leveraging automation, human agents can partner with AI agents to access data across organizations and the entire enterprise stack,” he says.

If enterprises really want to use AI intentionally, it demands an equal partnership between humans and machines, not the other way around. That includes deploying AI, but then allowing entire teams to disrupt with thoughtful oversight and judgement. That’s the missing piece industries aren’t realizing.

Rosenfeld adds, “This isn't just about answering questions either, it's about orchestrating real solutions and fast. Enterprises of the future have moved beyond painful self-service repetitive disconnected tasks to delivering complete and immediate outcomes for customers. This increases their trust of the enterprise and ultimately customer satisfaction.”

By putting humans back into the mix, enterprises can begin to unlock what AI was actually meant to do in the first place, that is, enhance workflow, discover hidden complexities, and generate meaningful output. When AI is used as a support rather than a replacement, it gives human agents the space to do higher-value work, and one that requires real empathy, emotion, and critical thinking.

Many companies believe integrating AI alone is enough, but in reality, the enterprises that lead in this next era will be the ones that are rethinking how the agents work with people altogether. That means not just investing in AI, but training people right alongside them. It means reskilling where necessary so that teams can step in with authority and control.

Everyone knows AI is transforming the world at alarming rates, and in customer service especially, the agents have proven their efficiency at large. It redefines what’s possible. Makes tasks seem easier. Delivers results no one person can do on their own. That’s something all enterprises can agree on.

But for what it’s worth, humans still need to be part of it. Without them, customer service could derail businesses any minute. We need the meaning, the trust, the accountability, and that’s where people alone make the difference.

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How AI Readiness is Keeping Enterprises Afloat

Enterprises have been in a full-sprint towards AI ever since its first development a couple years ago. Major tech companies are approving AI budgets at record speed, while executives are under pressure to deploy such agents before competitors do. Across entire industries, there’s never been something more promising, more innovative, more transformative until right now. 

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One of the most common mistakes is overconfidence and overestimation. Companies frequently believe they are well-informed with AI, assuming that heavy investment automatically translates to readiness. But in reality, AI introduces far more consequences that quietly lead to bias, poor data quality, and inadequate frameworks as a whole.

When companies deploy too fast, AI pilots begin to fail or gradually dissolve. The algorithms work. The tools perform as expected. What breaks down is compliance, where poor ownership, oversight, and judgement start to affect daily operations. Without safeguards, what first seems like experimentation eventually turns into severe risk.

Jacob points out that while this is an all-too-common reality for companies, leaders can no longer afford to ignore this. The challenge now isn’t about whether to invest in AI, but it’s a question of how to proceed once the budgets, the tools, and the plans are built in.

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For CIOs and CFOs, this moment also calls for a shift in the strategy entirely. Rather than viewing AI as a race, leaders must treat AI as a long-term tool that requires in-depth collaboration, expertise, and reason. Ultimately, it’s about responsible AI use that will leave a lasting impact, guiding choices based on a proper, regulatory mindset.

When companies strengthen the AI blueprint, the difference becomes revolutionary. But when they stall, AI investments never leave the experimentation phase. In fact, an industry survey reports that about 95% of generative AI pilots fail, not because the technology underperforms, but because organizations lack the governance, the trust, and the operating structures to support them. 

As AI continues to accelerate, companies won’t win if they deploy just to be the first or to prove they’ve spent the most. They will only thrive if they choose to build safeguards, align teams, and understand their own limits on their own terms. 

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Wrap up:

Understanding alone time limits supports dog health and emotional balance. Prepared care plans reduce stress for dogs and owners. Using proper services, such as Dog Daycare, helps maintain routines during busy schedules. Thoughtful planning keeps dogs safe and supported daily. Age, health, and habits should guide care decisions. Balanced preparation creates calmer homes and more content dogs over the long term.

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How Sequenced Goals in Speech Therapy Improve Communication and Social Skills?

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Goal Sequencing for Individuals With Autism Spectrum Disorder

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Sequenced Therapy for Development Disabilities

Effective goal sequencing in support of people with development disabilities makes therapy personalized and reachable. Such patients might need more repetitions, visual aids, or other means of communication. The sequenced goals will allow the therapists to teach new skills without putting too much pressure on the learner.

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Eventually, the sequenced therapy will lead to independence as it will enable the patients to use the language in all environments, i.e., at home, at school, and in the community. With the skills building up, the individuals become better and better equipped to take part in conversations and activities that are important to them.

Emotional Benefits of Structured Progression

The emotional aspect of effective sequencing is one of the most important benefits. In essence, misunderstandings are major causes of stress and resistance to therapy. If the treatment objectives are clear and manageable, the patients will feel a sense of success that might decrease anxiety associated with speaking or socializing.

Sooner or later, individuals will trust themselves, and consequently, they will engage more, make errors, and learn from them. This emotional security is crucial for the communication development process, since it encourages one to be persistent and curious rather than fearful.

Effective goal sequencing in support of people with development disabilities makes therapy personalized and reachable. Such patients might need more repetitions, visual aids, or other means of communication. The sequenced goals will allow the therapists to teach new skills without putting too much pressure on the learner.

In the initial stages, therapy might be directed toward enabling the patient to use functional communication by expressing needs, giving choices, or showing feelings, and only then developing the aforementioned skills into telling stories, understanding jokes, or reading nonverbal cues. This progression allows the communication to be always purposeful and motivating, rather than abstract.

Eventually, the sequenced therapy will lead to independence as it will enable the patients to use the language in all environments, i.e., at home, at school, and in the community. With the skills building up, the individuals become better and better equipped to take part in conversations and activities that are important to them.

Developing Social Communication Step by Step

Social interaction is one of the very complex areas of communication, so the application of sequencing is especially valuable in this area. People often have structured opportunities to practice before they are able to use the skills in less predictable environments.

There are many therapists who make use of social skills groups to facilitate the process of clients learning to take turns, to maintain the topic, and to see the point of view of others.

Moreover, sometimes it happens that counseling services are offered alongside speech therapy in order to help the client emotionally who is suffering from, e.g., wretchedness or fear of contact with society to the point of inability to communicate.

The focus during therapy can then shift to language techniques to settle disputes if the clients' abilities have reached a certain level, e.g., being able to express disagreement in a respectful way and negotiating for solutions.

These very human-like abilities are what one needs to cope in the world of today when it comes to social situations like friendship, school, and work.

The individuals are extensively trained till they almost inwardly accept the ways and habits of a social being; however, these might still be subtle and natural.

Monitoring Progress and Encouraging Generalization

A sequenced set of goals lets the therapists keep monitoring the clients' progress throughout the therapy, thus making it possible to alternate plans what is needed. The goal is too hard to reach, so it will be subdivided into easier steps. On the contrary, if the client is quickly mastering the skill, then therapy can already phase into more complicated objectives. This kind of flexibility makes the therapy always responsive and effective.

On the other hand, participation of caregivers and families not only reduces but also strengthens the outcomes of the therapy. As soon as the families comprehend the goal hierarchy, they will be able not only to refresh the skills taught at the clinic but also to rejoice with the child for his/her own progress, no matter how minor it is. In this way, the communication skills are brought out of the therapy room into the clients' daily lives through excellent cooperation.

Conclusion

The setting of well-sequenced goals in speech therapy becomes the basis for communication growth that is not only meaningful but also lasting. By respecting each person’s speed and skills, therapy not only facilitates linguistic progress but also helps to develop one’s mental strength and to connect socially. When people improve self-esteem in their ability to communicate, they can more easily stand up for themselves, make friends, and feel better about themselves, which results in their lives being richer and more enjoyable.

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