ROI of Blended AI-Human Models: The Winning Formula
- Pete Picciano
- Oct 24
- 2 min read
Updated: Oct 28
How technology and empathy together are redefining customer care
Automation is transforming customer care — but the question isn’t if you’ll use it. It’s how.
That was the central theme of this month’s Single Point Consulting Lunch & Learn, ROI of Blended AI-Human Models: The Winning Formula, featuring guest speaker
Melissa Eaton, a seasoned Customer Experience and Operations Executive with over 20 years of leadership experience across startups and Fortune 500 companies.
Melissa has led CX transformations at organizations like Pie Insurance and Gusto, where she used automation and data to solve real-world business challenges without losing sight of what matters most: the human touch.
Key Takeaways from the Session
1. AI as a Strategic Partner — Not a Replacement
Melissa shared that many organizations rush into automation only to realize they’ve built walls, not bridges. True ROI happens when AI supports humans — pre-filling data, verifying policies, or routing calls — so agents can focus on empathy, not efficiency alone.
2. Real-Time Coaching Through Sentiment Insights
AI can now analyze tone and emotion in real time, guiding agents toward more empathetic, effective responses. This not only improves performance but helps employees grow — turning AI into an “empathy engine” rather than a monitoring tool.
3. Leadership and Integration Drive Success
Skip and Melissa emphasized that AI adoption isn’t just about new software; it’s about a mindset shift. Transparency, communication, and cross-functional integration are critical to overcoming resistance and preventing silos.
4. The Numbers Don’t Lie
Organizations implementing blended AI-human models are reporting impressive results:
Handle time reduced by 20–30% through smart routing
First-call resolution up 15–25%
Real-time AI coaching driving measurable productivity gains
Operational savings and new upsell opportunities as secondary ROI
Improved customer loyalty as a byproduct of more humanized automation
Download the Free Resource Guide
This quick, actionable guide will help you:
Identify where AI can make the biggest impact
Balance automation with empathy
Evaluate vendors the right way — using Skip’s proven checklist
Looking Ahead: Next Month’s Free Lunch & Learn
Automation is changing customer care — but are you using it the right way?
Join us on Thursday, November 20th @ 12:00 PM MST for our next session:
Leveraging Automation to Transform Customer Care
In this 30-minute power session, we’ll cover:
✅ How automation reduces Average Handle Time (AHT) and boosts First-Call Resolution (FCR)
✅ Real-world applications of AI-driven sentiment analysis
✅ How to keep the human touch at the heart of customer experience
About the Lunch & Learn Series
The Single Point Consulting Lunch & Learn Series is a free, monthly 30-minute session designed for leaders who want to turn AI from buzzword to business advantage. Join us every 3rd Thursday at noon MST — bring your lunch, your curiosity, and leave with insights you can implement immediately.
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