.png)
In the race to modernize customer service, artificial intelligence has taken center stage. From automated responses and self-service bots to predictive analytics and real-time assistance, AI is transforming the way we interact with customers.
But as we integrate more AI into service operations, one thing has become clear:
AI works best when it works alongside people, not in place of them.
According to recent Gartner research, by 2027, 50% of companies that aimed to reduce their human customer service workforce significantly will reverse those plans.
Why? Because they’re discovering that removing the human element too soon or too completely comes at a cost—customer satisfaction, trust, and flexibility.
In fact, 95% of customer service leaders now plan to retain their human agents, not only for operational needs but also to help define and guide the role of AI within the organization. The goal is no longer to replace agents, but to equip them with the right tools so they can deliver even better service.
At Mediatel Data, we strongly support this hybrid vision. Our platform has always been built on the belief that technology should support people, not replace them. That’s why our AI-powered solutions are designed to work with agents and Supervisors, not instead of them.
From simplifying repetitive tasks to offering real-time support during complex interactions, our tools are built to enhance, not replace, the human touch.
Because when people and AI work together, great service becomes exceptional.
Let’s explore how this looks in action.
.png)
This isn’t just a trend, it’s a smarter way to serve customers. One that blends efficiency with empathy, automation with adaptability.
It’s about putting people at the center, supported by technology that enhances every interaction.
And we believe in solutions that scale with your business, evolve with your customers, and empower your teams.
Get in touch to explore how our AI-powered platform can support your hybrid customer service strategy.
