# AI Should Make Customer Service More Human Source URL: https://www.gavinscott.me/blog/ai-should-make-customer-service-more-human-gavin-scott-eidce/ What if the real opportunity with AI isn't to make customer service less human... All newsletter editions & articles The Gold Dust Standard · 7 October 2026 AI Should Make Customer Service More Human Originally published in The Gold Dust Standard on LinkedIn . 🎙️ Listen to the full conversation with Sedrak Hovhannisyan on the Customer Service Gold Dust Podcast here: 👉 Apple Podcast 👉 Spotify What if the real opportunity with AI isn't to make customer service less human... but to give people more opportunity to be human? That was one of the biggest takeaways from my conversation with Sedrak Hovhannisyan . We talked about AI agents, automation and the future of Customer Service. But the conversation kept coming back to something much more important: The customer experience still depends on people. AI can: Handle repetitive digital tasks. It can help teams find information faster. It can support more consistent answers. It can even help connect departments that aren't communicating effectively. But when a customer is frustrated, anxious or simply needs someone to understand them, that's where human skills really matter. The: Empathy Listening Tone of voice Ownership And making the conversation feel easy One of the most frustrating experiences for customers is having to explain their situation again every time they're transferred. The technology and the process may be working but the experience isn't. That's why I believe the question for Customer Service and CX leaders isn't: "How much of our customer service can AI replace?" It's: "How can we use AI to remove the friction, so our people can spend more time creating better experiences?" That's a very different conversation and one I think every Customer Service leader should be having. I'd love to hear your perspective. Where do you think AI can make the biggest difference to Customer Experience without losing the human touch? Share your thoughts in the comments. I read every one. This is what The Gold Dust Standard is about Every week, I share practical ideas, lessons and conversations to help Customer Service and CX leaders make great experiences more consistent, more human and more memorable. If that sounds useful, subscribe to The Gold Dust Standard here . 🎤 Would you like to join me on the Customer Service Gold Dust Podcast? I'm always looking for Heads of Customer Service and Customer Experience who are leading change, developing teams and creating better experiences for customers. If you have a story, lesson or insight that could help other leaders, I'd love to hear it . And while you're here, why not listen to one of the previous conversations? There are some brilliant lessons coming out of these conversations, and I'm looking forward to bringing you many more. 👉 Listen to the Customer Service Gold Dust Podcast here Because sometimes the smallest things can make the biggest difference to the customer experience. That's where the Gold Dust is. Stay memorable, Gavin First published in The Gold Dust Standard. Read or join the conversation on LinkedIn . Keep reading. Great service shouldn’t depend on your best people What happens when your best people are compensating for your worst processes? It’s a question I hadn’t realised I was asking when I put last week’s poll to Customer Service and… Read more When customer service sounds too much like a script Have you ever spoken to a customer service team member and thought: Read more Put these ideas to work with your team. Explore customer service workshops for practical team learning, or consulting to work through your wider customer experience. Let’s talk about your customer experience. Tell Gavin about your team, your event or the challenge you’re working on. Contact Gavin Book a discovery call ## Links - [All newsletter editions & articles](https://www.gavinscott.me/blog/) - [The Gold Dust Standard on LinkedIn](https://www.linkedin.com/pulse/ai-should-make-customer-service-more-human-gavin-scott-eidce) - [Sedrak Hovhannisyan](https://am.linkedin.com/in/sedrak-hovhannisyan) - [Apple Podcast](https://podcasts.apple.com/ng/podcast/customer-service-gold-dust-podcast/id1553942522) - [Spotify](https://open.spotify.com/episode/21Zx7p3N3snmW9qpM8Xx5e) - [Sedrak Hovhannisyan](https://am.linkedin.com/in/sedrak-hovhannisyan) - [here](https://www.linkedin.com/newsletters/the-gold-dust-standard-7414715447683772416/) - [Heads of Customer Service and Customer Experience](https://calendly.com/gavinscott/gavin-scott-discovery-call) - [I'd love to hear it](https://calendly.com/gavinscott/gavin-scott-discovery-call) - [Listen to the Customer Service Gold Dust Podcast here](https://open.spotify.com/episode/21Zx7p3N3snmW9qpM8Xx5e) - [Read or join the conversation on LinkedIn](https://www.linkedin.com/pulse/ai-should-make-customer-service-more-human-gavin-scott-eidce) - [Great service shouldn’t depend on your best people](https://www.gavinscott.me/blog/great-service-shouldnt-depend-your-best-people-gavin-scott-bgsze/) - [Read more](https://www.gavinscott.me/blog/great-service-shouldnt-depend-your-best-people-gavin-scott-bgsze/) - [When customer service sounds too much like a script](https://www.gavinscott.me/blog/when-customer-service-sounds-too-much-like-script-gavin-scott-iqhce/) - [Read more](https://www.gavinscott.me/blog/when-customer-service-sounds-too-much-like-script-gavin-scott-iqhce/) - [customer service workshops](https://www.gavinscott.me/workshops/) - [consulting](https://www.gavinscott.me/consulting/) - [Contact Gavin](https://www.gavinscott.me/contact/) - [Book a discovery call](https://calendly.com/gavinscott/30min)