220. How To Use AI The Right Way Without Removing Human Judgment | Deb Ashton
About this episode
Deb Ashton discusses the importance of integrating AI with human judgment in customer operations to enhance trust and reduce friction.
Most companies are rushing to layer AI onto customer operations without fixing what sits underneath. Deb Ashton of Certinia says that's the wrong order. When sales, delivery, finance, and customer success work from separate systems with different views of the same customer, AI doesn't close those gaps; it amplifies them. Clients feel the disconnect as friction: repeating themselves across departments, getting inconsistent answers, and slowly losing trust. What You Will Learn Why adding AI to customer support fails when your sales, finance, and delivery systems do not share customer data, and what customers experience when they do not The three layers of trust that determine whether clients renew, and which one AI cannot replace Where AI actually protects revenue in your business versus where it erodes customer relationships The difference between "human in the loop" and "human on the loop," and when to use each one with AI workflows Why metrics like NPS and renewal rates hide the real problem with your AI implementation until the customer has already left How to identify which administrative work should be automated and which customer-facing decisions need human judgment before…
Sponsors
Certinia
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