Front pagesponsored · Content Guru
CX AI19m · 10:31 GMT · 1 min read
AI Behind Critical Moments: How Automation and Humans Work Together
When disruption strikes, customer service can become mission-critical in minutes. Content Guru’s AI Product Director Rhys Harris explains how AI can manage surging demand, provide proactive updates, and strengthen human support when urgency, complexity or vulnerability requires a fast response
In this CX Today interview, Technology Journalist Nicole Willing speaks with Rhys Harris, AI Product Director atContent Guru, about how organizations can use AI to manage customer service surges during severe weather events, outages, public safety incidents, and other critical moments.
Harris explains why AI should not only be judged on a normal day. Instead, organizations need to understand how automation performs when contact volumes spike, customers are under pressure, and frontline teams need better support.
The discussion explores how to decide which interactions can be automated, where human expertise is essential and why poor AI-to-human handovers can damage trust. Harris also shares practical examples of proactive communication, including how Internet of Things (IoT) signals and digital channels can reduce unnecessary inbound contact before queues build.
Rather than focusing only on reducing headcount, Harris explains how AI can make human teams more effective in high-pressure environments.
Watch the full interview to learn how CX leaders can prepare their service operations for the next critical moment, from service design and guardrails to disaster recovery planning and orchestration.
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How Agentic Commerce Could Shift Power to Consumers
Agentic commerce could move the start of the shopping journey from retailers and search engines to AI assistants. Joko’s Nicolas Salat-Baroux explains how that could shift power to consumers, and why retailers’ product data may decide who gets chosen.
