The Right Mix: How Human + AI Drives Real CX Transformation

In the race towards CX automation, the truly forward-thinking teams understand that replacing humans isn't the goal. Instead, they're building powerful "superteams" where AI and human agents collaborate seamlessly, each leveraging their unique strengths. At Level AI, we are built on this very principle and have empowered leading brands to achieve this optimal blend without sacrificing what matters most—empathy, trust, and quality.

Why 'AI vs. Agents' Is the Wrong Debate

The temptation to view CX transformation as a simple equation—more bots for fewer humans to cut costs—is understandable, but it's fundamentally flawed. This 'AI vs. Agents' mindset often leads to critical missteps:

• Missed nuances and context in critical customer interactions
• Increased customer frustration due to impersonal experiences
• Long-term brand erosion as trust diminishes

Customers crave genuine connection and empathy – qualities that are indispensable in both human and AI agents.

Enter the Hybrid Contact Center

The most successful CX organizations, powered by platforms like Level AI, don't just automate; they strategically amplify their CX teams. They leverage AI to:

• Automate where it matters: Create seamless journeys and deliver intelligent responses at scale.
• Provide real-time agent assistance: Equip agents with the right information and guidance instantly.
• Ensure consistent quality: Automatically analyze 100% of both AI and human agent conversations to identify coaching opportunities and best practices in real-time.
• Drive continuous improvement: Create powerful, data-driven learning loops for individual agents and the entire team.
• Uncover deep insights: Identify critical trends and patterns across millions of customer interactions to inform strategy.

The most successful teams focus on integrating automation, quality, and intelligence into a unified CX stack.

Instead of a blanket approach to automation, these teams thoughtfully determine:

➡️ What tasks are best handled by AI for efficiency?

➡️ Where is the human touch essential for best customer experience?

Tangible Results Driven by the Right Mix

Organizations that partner with Level AI to implement this Human + AI strategy are consistently seeing significant, measurable improvements that go beyond just cost savings. They are achieving:

• 25–45% improvements in CSAT: Happier customers result from more effective, empathetic interactions.
• 2x faster agent onboarding: Agents get up to speed quicker with AI-powered training and support.
• 40% more coaching delivered in real-time: Proactive, in-the-moment guidance directly impacts performance.

These aren't just operational stats; they are direct indicators of enhanced customer and agent experience. These are the metrics that truly differentiate winning CX organizations in today's market.

Ready to build your own CX superteam and unlock similar transformative results? Discover how leading organizations are finding the perfect Human + AI Agent mix.

Join us for our webinar on July 23rd, where we will share our playbook for achieving this strategic balance and the remarkable transformation it can unlock for your business. Have questions? Call (716) 588-4326 and chat with Naviant — our AI virtual agent — in real time. Request a demo to experience it firsthand.