How an AI integration can actually drive customers away

AI integrations fail when they replace human connection entirely. Stephen Roach, VP of Ecosystems and AI at Qualified Digital, explains why customers immediately reject automated experiences that lack human touchpoints. He outlines designing better handoff triggers between AI and human agents, implementing contextual personalization that adapts to individual customer needs, and creating hybrid experiences that enhance rather than replace human interaction. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .