By Shep Hyken
Publication Date: 2025-11-30 12:00:00
AWS is helping to shape a future where AI improves service but human connection still leads the way.
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Will AI replace humans?
This is a question I am often asked. In the world of customer service, there are many who say that AI will replace in-person support. This was predicted by the most reputable consulting firms in the world. But executives from some of the world’s largest and best-known brands have said that while AI makes for a better customer experience, people are still needed and their companies are still hiring.
This feeling was recently confirmed when I interviewed Pasquale DeMaio, vice president and general manager of Amazon Connect Amazing business radio. His specific approach to AI and human-to-human customer service can be summed up in two words: Better together.
Humans and AI: Better together
Customer service works best when technology and people come together. While AI and automation can make things faster and easier, there are…
