STRIKING THE DELICATE HUMAN-AI BALANCE
THE HUMAN-AI BALANCE
Jesper With-Fogstrup, Group CEO of Moneypenny – a company providing leading outsourced communication services for businesses such as telephone answering, live chat, and virtual reception – discusses the importance of striking the delicate balance between human touch and artificial intelligence
Writer: Jesper With-Fogstrup, Group CEO, Moneypenny
Across the US and Canada, businesses are racing to embrace artificial intelligence (AI). From streamlining operations and reducing costs to driving new levels of efficiency, AI is transforming how organizations deliver products and services.
But amid the enthusiasm, one truth is often overlooked: trust, loyalty, and long-term growth still
depend on human interaction.
The rise of AI isn’t the issue; it’s the risk of imbalance. Too often, companies lean so heavily on automation that they erode the very relationships they’re trying to scale.
In a market where customer expectations are higher than ever, finding the right balance is what helps businesses build lasting trust.
THE RISK OF OVER-AUTOMATION
We’ve all experienced it: calling a company only to be trapped in an endless loop with a chatbot or interactive voice response system that never truly answers the question.
Instead of resolving an issue, it leaves the customer frustrated, and it leaves them more likely to look elsewhere.
One North American telecommunications provider, for example, recently came under fire when its bot-first service model failed to recognize urgent billing errors.
Customers were passed from one automated prompt to another, unable to reach a human for help.
The result? Widespread complaints, news coverage leading to reputational damage, and a loss of customers – far outweighing any cost savings from automation.
THE HUMAN-AI BALANCE: A BETTER FORMULA
The businesses that are getting it right understand that AI and human interaction aren’t competitors. They’re partners.
AI excels at speed, scale, and consistency. It can process data in seconds, route queries to the right place, and take repetitive tasks off human plates.
But when conversations are sensitive, nuanced, or emotionally charged, human empathy is irreplaceable.
Customers want to feel heard, understood, and valued. No algorithm can replicate the reassurance of a skilled human being who listens and responds with genuine care.
At Moneypenny, we see this every day in the way our clients combine AI and people to create cost-effective, scalable solutions.
For example, our AI Voice Agent can handle routine tasks efficiently, handle frequently asked questions (FAQs), and answer multiple inbound calls simultaneously, 24/7.
That frees our receptionists and customer service teams to focus on what matters most: building relationships, resolving complex issues, and creating experiences that make customers stay loyal.
This blended model does more than improve customer satisfaction. It builds trust. And trust in business is what drives retention, referrals, and long-term growth.
PRACTICAL GUIDANCE: GETTING THE BALANCE RIGHT
For many leaders, the challenge isn’t whether to adopt AI. It’s about how to integrate AI into the current business effectively without eroding customer experience.
However, whether you’re running a small to medium-sized enterprise (SME) or a large business, the principles are the same:
1. Map the customer journey –Identify the moments where speed
and empathy matter most. Use AI to accelerate simple, transactional touchpoints, such as FAQs, simple scheduling, or payment reminders, but always ensure that customers can transition seamlessly to a human when the issue requires deeper attention.
2. Design for choice, not constraint – Customers don’t want to feel trapped in a digital maze. Build systems that give people options. Choice demonstrates respect, and respect builds loyalty.
3. Invest in human expertise – The more advanced your AI becomes, the more skilled your human teams need to be. Train your people not just in product knowledge, but in empathy, active listening, and conflict resolution. What’s more, equip them with AI tools that provide insights and context, so that every human interaction starts informed and relevant.
4. Measure what matters – Don’t just track call volumes or response times. Measure outcomes that reflect real customer value: first-contact resolution, net promoter scores, and retention rates. These metrics reveal whether your human-AI balance is truly enhancing the experience or inadvertently harming it.
WHY THE STAKES ARE HIGHER IN NORTH AMERICA
The US and Canada are markets defined by choice. Consumers have countless options at their fingertips and a low tolerance for friction.
So, a negative experience isn’t just a lost sale; it’s a social media post, a negative review, and often, a competitor’s gain.
With customer service talent often reported to be in short supply, AI can play a supportive role in helping businesses keep pace. The solution? Combine the best of technology with the best of humanity.
THE BOTTOM LINE
The future of customer experience in North America won’t be defined by humans or AI. It will be shaped by the powerful combination of both.
As leaders, our mandate is clear. Success isn’t about replacement or compromise; it’s about creating systems where technology and people amplify one another’s strengths.
When that harmony is achieved, businesses don’t just gain an operational edge; they build a platform for loyalty, resilience, and sustainable growth.
In a market as competitive as North America, those who master the balance won’t just keep pace with change – they’ll set it.
Because, in the end, it’s not human or AI that wins, it’s the blend.
ABOUT THE EXPERT
Jesper With-Fogstrup is Group CEO of Moneypenny, the leading global business with a vision that blends people-first culture and cutting-edge technology.
With extensive international leadership experience, he is committed to driving innovation, delivering exceptional client service, and fostering growth through the seamless integration of human expertise and digital solutions.
