When customers express frustration with automated systems, it often boils down to a service that doesn’t let them quickly get their shit done, rather than just missing human interaction. Effective automation should enhance service by making interactions smoother, not replace human touch. To meet customer needs, integrate automated systems with easy options for escalating to human representatives, allowing for seamless transitions without losing context. Regularly refine these systems based on customer feedback to ensure they remain effective and user-friendly. Do your best to balance thoughtful automation with accessible human support; so you can reduce frustration and ensure customers can efficiently get their needs met.

On ne cessera jamais de le dire, l'automatisation est importante mais elle a ses limites. Le client a besoin de comprendre que ses sentiments sont reconnus et pris en charges. Si un client est frustré après une interaction avec un système automatique. Je prendrai le temps de l'écouter, de reconnaitre comment il se sent et de le rassurer. Ensuite je lui dirai les actions que je compte prendre pour régler son problème et je m'y attèlerai

Its all about balance when it comes to automation and creating CX at scale. The more you use data, segmentation, personas etc the more you can deliver content and resources that feels personalized. Also, automations shouldn't be the entire strategy. Allow the automations to educate and inform but still have space for humans to come over the top.

To meet customers' need for human interaction: 1. Easy Access to Support – Always offer a quick option to speak with an agent. 2. Personalized Service – Use customer details to make interactions feel real. 3. Empathetic Agents – Train staff to listen and respond with care. 4. Minimize Wait Time – Offer callbacks or instant support. 5. Balance Automation – Use bots for simple tasks, but humans for complex issues. Prioritize connection and empathy.

Prioritise human interaction as a values based benefit. You don’t need to be mean to be lean. The configuration of automated voice response systems leaves a lot to be desired. For example, banks (most banks) when you reach a talking agent the first question they ask is “Were you transferred or did you dial direct?” Fix it. Your agent should know the answer.