Tuesday, 31 March, 2026
Companies Adopt Hybrid Customer Service: AI for Speed, Humans for Complexity
By Isha
As companies increasingly automate customer support with AI, many users report frustration with rigid dropdown menus and impersonal responses. In response, businesses are shifting toward a hybrid service model, combining AI efficiency for routine queries with AI-savvy human agents for more complex or nuanced issues. Hiring for digitally skilled support staff is rising, allowing AI to triage while humans add the empathy and expertise customers increasingly demand.
Read full story at Economic Times