"AI has the power to mitigate customer service frustrations, but it's the human touch that makes the difference.”

Niki Hall, chief marketing officer, Five9, commented on results from a recent Five9 study that showed three-quarters of consumers prefer talking to a human when it comes to customer service. She added, “By using AI to automate transactional and routine tasks, human agents can free up time to focus on more complex issues that require critical thinking and sensitivity."