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Module 8: AI, Automation, and the Human Touch
1. The Strategic Role of AI in CX

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2. Designing Human-Centered Automation

1. The Strategic Role of AI in CXPREVIEW

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.

Duration: 7:12

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

1. The Strategic Role of AI in CX

2. Designing Human-Centered Automation

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3. Training & Empowering Humans in the Age of AI

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

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5. Scaling Support Without Losing the Human Touch

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Bonus: Measuring AI’s True Impact on Customer Experience

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Case Study: How AI Creates Real Value for Ecommerce Brands

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