Module 8: AI, Automation, and the Human Touch
Learn how to combine AI and human support to build a smarter CX model that automates routine interactions while empowering agents to handle the high-impact moments that drive customer loyalty.
55m
7 lessons
ADVANCED
Instructor
Angel FunesAbout This Course
In this masterclass, Angel Funes together with some special guests, break down how to move beyond "vanity deflection" to build a CX model where automation and humans actually work in harmony.
What You'll Learn
- Practical frameworks you can apply immediately
- Real-world strategies from industry experts
- Step-by-step guidance with examples
- Downloadable resources and templates
Course Content
7 lessons • 55m total
1. The Strategic Role of AI in CX
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.
7:122. Designing Human-Centered Automation
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.
6:573. Training & Empowering Humans in the Age of AI
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.
6:304. Tech Stack Strategy: Choosing the Right Tools Without the Bloat
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.
8:245. Scaling Support Without Losing the Human Touch
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.
5:20Bonus: Measuring AI’s True Impact on Customer Experience
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.
11:12Case Study: How AI Creates Real Value for Ecommerce Brands
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.
10:24
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