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Designing Human-Centered Automation | Mentors CX Academy

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Module 8: AI, Automation, and the Human Touch
2. Designing Human-Centered Automation

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3. Training & Empowering Humans in the Age of AI

2. 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.

Duration: 6:57

Module sponsored by Kodif.

Human touch. Superhuman speed.

Instructor

Angel Funes

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.

7 lessons • 55 min

Every lesson is free to watch. Sign in to save your progress and earn your certificate.

1. The Strategic Role of AI in CX

2. Designing Human-Centered Automation

3. Training & Empowering Humans in the Age of AI

4. Tech Stack Strategy: Choosing the Right Tools Without the Bloat

5. Scaling Support Without Losing the Human Touch

Bonus: Measuring AI’s True Impact on Customer Experience

Case Study: How AI Creates Real Value for Ecommerce Brands