Newsbite analysis · AI, Business
Forbes
Your Customers Shouldn’t Have To Choose Between AI And Humans
Jaime Meritt, Chief Product Officer at Verint, discusses the evolving landscape of customer service where AI and human agents should coexist. A recent survey shows most customers want their issues resolved efficiently, regardless of whether AI or a human handles their queries. Meritt points out that while automation can address simple tasks, complex interactions require human oversight. Companies face challenges in balancing these elements while being cautious of potential pitfalls like customer dissatisfaction and rising implementation costs. A hybrid model, integrating AI and human agents, is recommended for optimal results, focusing on measurable outcomes and customer satisfaction.
MonitorConfidence: HighMid term horizonStory: First report
EvidenceOpinionCompany onlyArticle type: Opinion
Published 7 Oct 2026, 13:26 UTC6 min read
Lead image — Forbes
Brief
NewsBite reading:Balancing AI and Human Agents in Customer Service
TL;DR
- 61% of surveyed customers prefer human interaction over AI.
- 69% would switch to automated services for quick resolutions.
- Hybrid service agents can outperform pure automation.
- 79% would switch brands after a negative experience with AI.
- Full automation may not be feasible for complex interactions.
Interesting facts
- Hybrid models are expected to improve customer experience more than pure automation.
- Younger customers show a higher willingness to use automated services.
What changed
The article shifts the narrative from viewing AI as a replacement for human agents to seeing it as a collaborative tool for enhancing customer service.