AI implementations fail when companies eliminate human touchpoints entirely. Stephen Roach, VP of Ecosystems and AI at Qualified Digital, specializes in integrating machine learning models for Fortune 500 brands like McDonald's and Hyundai. He advocates for strategic handoff triggers that route complex queries to human agents and contextual personalization systems that adapt AI responses to individual customer profiles. The discussion covers designing AI experiences that enhance rather than replace human interaction across customer service workflows.
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