Automation and AI in Support: Keeping the Human Touch
Description
This episode dives deep into the balance between automation and human connection in modern customer support.
Dan O’Connell, CEO of Front, joins Darren Prine to unpack how Front powers over 9,000 businesses to deliver seamless, personalized service at scale — using AI the right way.
From breaking silos to redefining collaboration, Dan explains why the best companies are moving toward unified customer operations platforms that combine AI efficiency with human empathy.
💬 Key Takeaways:
Don’t automate for the sake of automating — start small, scale smart
A single platform can power every channel: chat, email, voice, and social
Unified inboxes improve visibility, collaboration, and agent confidence
AI should enhance relationships, not replace them
🎧 Watch on YouTube: https://youtu.be/CTt1y0gyWMo
📺 Subscribe for more episodes: https://www.youtube.com/@thecontactcenterguruspodcast?sub_confirmation=1
Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.
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