AIForbes Innovationabout 2 hours ago
Balancing Automation And Empathy In Customer Experience: Where The Human Touch Still Matters In PLG
1 min read
Osman Koç, CEO of UserGuiding, advises product-led teams to automate high-frequency, low-variability, low-cost-of-error touchpoints like onboarding and renewal reminders. High-stakes interactions such as upsells and complex issues require human involvement. A visible "talk to a real person" option and context-rich handoffs from AI agents are essential.
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