The Intrazone by Microsoft 365 cover image

Modern HR

The Intrazone by Microsoft 365

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The Balance Between Self Service and Human Help

Sherrilyn Ifill: We were just talking to carrie about the importance of open dialogue and active listening. So it would love to kind of have you tease it out a little bit for the audience about how you strike that balance between doing something that's automated, immediate along with something that is human and personal. She says there are times when i'm to talk to more of an automated, iactive, an automated bot on the other end, just to help me get through it faster. But there's also times when i just don't. And so, you know, carving out when to automate those transactional things and then when to really enable the human interaction is really important.

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