CX Today The Future of Work: Managing a Blended AI and Human Workforce
Oct 21, 2025
In this engaging conversation, Alan Ranger, VP Marketing at Cognigy, explores the future of customer experience through the lens of AI and human collaboration. He highlights how their Agent Ops platform enables AI to handle identification and intent, allowing humans to focus on high-value tasks. Alan addresses concerns about job displacement with transparency and training strategies. Plus, he shares an impressive case study of Lufthansa's AI managing 10,000 messages in a minute during a crisis, showcasing the scalability of AI solutions.
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AI-Human Warm Handover In Insurance
- A large insurer uses an AI agent to answer all inbound calls, perform ID/verification, and gather context before handing to a human.
- The AI then switches to co-pilot mode to prompt the human and completes call wrap-up and summarization.
Generative AI Enables Higher-Value Human Work
- Generative AI will increasingly handle end-to-end interactions, shifting humans to high-value tasks.
- This shift can reduce repetitive work and make human roles more fulfilling.
Integrate AI Into Training From Day One
- Be transparent with staff about AI and integrate it into training from day one.
- Teach agents to use AI as a tool so humans focus on high-value customer service.