How to Avoid the Billion-Bot Fallacy in CX

In a world where AI is reshaping customer service, how do we avoid the trap of the Billion-Bot Fallacy and truly elevate the customer experience?

In this episode, we’re joined by John Sabino, CEO of LivePerson, to discuss how data and generative AI are revolutionizing customer interactions—without falling into the trap of over-automation. John shares insights on how integrating CRM, ERP, and marketing systems can create personalized, seamless customer journeys.

We’ll also dive into the "crawl, walk, run" approach to AI adoption, explore how brands are using AI to deliver hyper-personalized service, and highlight why the key to smarter, more empathetic customer service lies in balancing automation with the human touch.

We also discuss:

• How combining data from voice signals, emails, and digital interactions helps match customers with the right agents and sales reps.
• Why a "crawl, walk, run" strategy is key to effective AI adoption, ensuring solid infrastructure and human oversight.
• How blending AI with the human touch improves service quality and creates genuine value.