AI and the Human Element: How to Strike a Balance in the Workplace

AI and the Human Element: How to Strike a Balance in the Workplace

Looking to gain insight into the world of AI technology, innovation, and digital transformation? Then you’ve come to the right place.

On this episode, you’ll learn actionable tips from Stacy Sherman and Brian Solis, world-renowned digital anthropologist, futurist, 8x best-selling author, speaker, and VP of Global Innovation at SalesforceThey share tactics for leveraging AI and related tech without losing the human element. And how to build better relationships, experiences, and business models, emphasizing the importance of companies adopting a customer-centric approach to CX.

They also discuss the future of work and the trends that businesses need to consider, including web three, blockchain, virtual worlds or metaverse, immersive shopping and entertainment, and the impact of AI on the workplace.

You’ll also hear insights from Brian’s latest book, Life Scale, which provides a roadmap for people to recenter their lives for the new world while embracing technology.

More Topics Discussed:

  • Who is Brian Solis and a fun fact.
  • Why passionate about digital transformation and AI.
  • Lessons from his book “What’s the Future of Business” and how businesses can adapt and thrive in a rapidly changing landscape.
  • Ways ChatGPT and how artificial intelligence is rapidly changing the way we work.
  • Tactics that AI is being deployed to improve customer service experiences and risk considerations.
  • Advice to foster more creativity, focus, and better time management.
  • Most valuable leadership advice received and given.
  • And more

Press Play ▶️ To LISTEN To Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Press Play ▶️ To WATCH On YouTube

Get Updates About Doing CX Right

Follow On Social Media

Join Newsletter

About Brian Solis

A world-renowned digital anthropologist, futurist, 8x best-selling author, and international keynote speaker. Brian serves as VP, Global Innovation at Salesforce. He has consistently been recognized as one of the world’s leading voices in innovation, business transformation, and leadership for over two decades.

Forbes has called him “one of the more creative and brilliant business minds of our time,” ZDNet said that Brian is “one of the 21st century business world’s leading thinkers,” and The Conference Board described Brian as “the futurist we all need now.”

As a keynote speaker, Brian has traveled the world to help audiences embrace change, learn what’s coming next and why, and to take a leading role in shaping the future they want to see. He has a unique gift of humanizing these trends to make change and innovation purposeful and inspiring to help leaders reimagine the future.

Brian’s latest book, Lifescale: How to Live a More Creative, Productive, and Happy Life, is a research-based (and personal) journey to discover the effects of digital in our lives and learn how to rewire ourselves forward with greater purpose, creativity, and performance.

Readers learn how to “Lifescale,” take control of technology, define a more creative and aspirational future self and scale their lives forward and upward.

Learn more and connect with Brian on LinkedIn.


About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

The Rise of AI Robots in Customer Service: How Humans and Bots Can Co-Exist

The Rise of AI Robots in Customer Service: How Humans and Bots Can Co-Exist

As technology advances, we have become accustomed to interacting with automated solutions like IVRs and chatbots for customer service. These systems have streamlined many processes, allowing us to get answers and support quickly and efficiently when companies follow CX best practices. However, the paradigm is changing, whereby it’s not just humans contacting customer care departments but also AI robots acting on behalf of humans too.

DoNotPay, for example, is launching an AI robot that interacts with customer service agents through live chat or emails to negotiate bills, cancel a subscription, pay parking tickets, and more. So what are the ramifications? At a minimum, employee and agent communication skill building and training need modification. “Robot CX” is becoming a real thing.  

 CX Best Practices When Interacting With AI Robots

  1. Don’t make assumptions. Take time to understand the capabilities of the AI robot. Many chatbots are built on top of existing rule-based systems, which means they are limited in the types of conversations they can handle. So, be aware of what it can and can’t do to manage expectations and reduce frustration. As emerging technology rapidly advances, get educated, so you are always prepared and ready.
  2. Be Impeccable With Your Words: Use concise and simple language. Avoid negative terms, sarcasm, jargon, and technical phrases that the AI robot may not comprehend, leading to longer talk time and aggravation. Likewise, be mindful of legal compliance. The same regulations apply whether conversing with a robot or a human. Everything is trackable so never let your guard down.
  3. Don’t take anything personally: AI robots are not human with emotions. Interacting with bots can be stressful and a test of patience. So, remember that the perceived lack of empathy or understanding is not personally against you. Stay calm and composed. Take deep breaths.
  4. Always do your best:  Focus on delivering meaningful customer experiences, whether human or robot. Robot CX is a strange concept, but it’s a reality, so adopt the changes, or your competitors will outpace you.

Note to reader: If you have yet to read my favorite book, The Four Agreements, I recommend you do so, which is the basis of my above recommendations. The Four Agreements is life-changing for personal growth and incredibly valuable for leading business transformation, as I explain in my other article.

People must approach conversations with an AI Robot as if they are interacting with a human customer.

The lines are getting blurry as to who is on the other side of the customer call or online chat. So, always be friendly, helpful, informative, and impeccable with your words. Likewise, avoid taking anything personally or making assumptions. And do your best when negotiating or solving an issue. Get educated on AI robot capabilities and adapt problem-solving strategies.

While I’m expressing views about human-to-bot interactions, there will soon be robots handling complaints and questions from another bot. Will they argue? Will they get frustrated like humans? It’s kind of funny to imagine, yet, challenging to comprehend too. Time will tell. Buckle your seatbelts as we’re in for an interesting journey.