Saturday, 16 August, 2025
Companies Embrace Hybrid Model: AI for Efficiency, Humans for Complex Customer Support
As AI-powered chatbots streamline routine support, companies are shifting to a hybrid customer service model. While bots cut costs and handle basic inquiries, they often fall short—leading to frustrated customers facing limited options. The new trend combines AI efficiency with empathetic human agents adept at tackling complex or nuanced issues. Brands are now hiring digitally skilled support staff to work alongside AI systems, aiming for both accuracy and improved customer satisfaction.
Read full story at Economic Times