Module 8: AI, Automation, and the Human Touch

Don't let automation become an annoyance. Angel Funes shows how to target the right 80% of tickets for AI intervention. Discover how the best AI showcases your team on high-value, complex problems that move the needle, rather than just hiding your support staff from your customers.

Automation should feel like scaling care, not a robotic wall. Angel unpacks human-centered design, from sentiment detection to trust-driven fallback paths. Write bot copy that matches your brand tone and design personalized flows that prove you are paying attention to customer needs.

Your agents are becoming essential advisors, not obsolete ticket closers. Angel shows how to evolve roles by shifting metrics from handle time to resolution ownership. Discover training rituals that build "AI confidence," turning frontline staff into strategic surgeons of your CX.

Tool switching is a silent killer of productivity. Giulio Castiglioni breaks down the "cost of bloat" and offers a framework for choosing a connected stack. Audit your systems to build an ecosystem where tools talk to each other, allowing agents to solve problems, not chase data.

Growth shouldn't kill empathy. Angel Funes demonstrates how to scale intelligently by protecting brand values and building "decision space" into automated workflows. Master rituals and personalization playbooks that keep your brand human and accessible as your ticket volume explodes.

If you only track deflection, you’re flying blind. Filmed with Kenji at the Front office in San Francisco, this session explores a holistic dashboard for AI ROI, from containment quality to long-term CLV impact. Stop chasing vanity numbers and start measuring indicators that prove if automation is helping—or causing silent customer churn.

In this session, filmed at Kodif’s San Francisco office, Mike shares practical insights from working with ecommerce leaders like Liquid I.V. and Dollar Shave Club, showing how AI can improve efficiency, resolution quality, and customer trust when applied strategically.