Why Hybrid AI-Human Models Are Winning Customer Service - Nathan Strum

Abby Connect's CEO, Nathan Strum, reveals what separates successful AI implementations from failures: hybrid models that leverage both technology and human expertise.

Their three-tier approach—human-only, AI-only, and hybrid service—addresses different customer needs. AI excels at routine inquiries and complex scheduling that would require extensive human training. Humans handle nuanced situations requiring empathy and creative problem-solving.