What to Automate

Automation works best when used strategically. Common examples include:

• Ticket Routing: Automatically send issues to the right department.

• Response Templates: Quick replies for FAQs.

• Follow-ups: Auto-check-ins after resolution.

When to Stay Human

Not every interaction should be automated. Complex billing disputes, emotional complaints, or emergency service requests need a personal touch.

Measuring Success

Track metrics like first response time, resolution rate, and customer satisfaction (CSAT). Automation should shorten wait times — not frustrate users.

Avoiding Over-Automation

The key is transparency. Customers should always know when they’re speaking to a bot — and how to reach a human if needed.

Conclusion

Automation is a force multiplier, not a replacement. When combined with empathy, it creates a perfect balance of speed and sincerity.