"In the last decade, AI-powered chatbots have taken the realm of customer service by storm."
"The advent of generative AI in the last few years has only accelerated this drive."
"But as leaders race to adopt these systems, they would be well advised to consider a crucial factor: the value of the human touch in providing customer service-what we call deep hospitality."
AI-powered chatbots have transformed customer service over the past decade, and generative AI has accelerated their capabilities and adoption. Organizations deploy automated conversational systems to scale support, increase speed, and reduce costs. Retaining a human-centered approach is crucial because the human touch—termed deep hospitality—delivers empathy, nuanced judgment, and personalized care that automation cannot fully replicate. Leaders should balance technological efficiency with intentional human interaction to sustain high-quality experiences, trust, and long-term customer loyalty while using AI to augment rather than replace people.
Read at Harvard Business Review
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