In a world where customer expectations are rising faster than organizations can scale, AI offers massive opportunity. But only if we apply it with intention. This session delivers a practical roadmap for when to deploy AI, when to elevate to a human, and how to design experiences that are both efficient and deeply human. Learn how to identify which moments in the customer journey demand empathy, nuance, or urgency, and therefore require a human, and which moments can be streamlined, predicted, or eliminated through AI. We’ll unpack three pillars of a modern engagement strategy: humanizing AI so customers feel understood, enabling human interactions with AI so teams operate at their best, and using predictive intelligence to eliminate unnecessary effort entirely.