As AI adoption accelerates, customer service is being reshaped at a pace. Developed in collaboration with West Quay, this Business Strategy Report explores how hybrid models — blending human agents with intelligent AI — can drive efficiency while preserving trust, empathy, and genuine human connection.

 

The report examines how AI is being used across customer service operations, from handling routine enquiries to supporting purchasing decisions and after-sales care, while also addressing the limitations of fully automated models. Drawing on recent industry research and practical insight, it highlights why empathy remains central to customer experience and how human–AI collaboration can deliver measurable improvements in responsiveness, personalisation, and operational performance.

 

Read the full report to explore the findings in detail and discover how AI-enhanced, human-led contact centres are shaping the future of customer service.

Read the full report