AI can help your team clear the busywork. Which customer moments still need a human?
John DiJulius welcomes Jess Pischel, founder of Human First AI Consulting and former senior customer experience consultant and Customer Experience Executive Academy dean at The DiJulius Group.
Together, they explore AI and customer experience through practical examples: turning workshop notes into usable information, challenging an employee onboarding process, and improving handoffs between chatbots and employees.
Jess shares three questions leaders can ask before exploring an AI use case and explains why employee involvement matters. John and Jess also discuss the conversations that should retain human empathy, accountability, and judgment—from service recovery to employee recognition.
In this episode, you'll learn:
- Why automating a messy workflow can deepen the problem.
- Where AI may relieve repetitive work that drains your team.
- How to involve employees and discuss both wins and failures.
- Why a chatbot handoff should preserve the customer's context.
- Which moments call for human judgment and a personal conversation.
- How to start small rather than chase every new tool.
Connect with Jess and explore the resources discussed:
Human First AI Consulting: https://www.humanfirstaiconsulting.com/
AI Readiness Assessment: https://www.humanfirstaiconsulting.com/ai-readiness/
Human First AI Collective: https://hfaicollective.com/
AI training and TechCred information: https://www.humanfirstaiconsulting.com/techcred-reimbursement/
Listen and explore more episodes:
Find the Customer Service Revolution podcast wherever you listen.
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Know a leader deciding where AI belongs in the customer experience? Share this episode with them.
