Human + AI, Not Human vs. AI: Designing Frameworks That Build Trust

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AI is proliferating across customer experience, and many organizations are discovering that with efficiency gains come new risks.

In this session, Taylor Johnson, Director of CX at Nathan James, will reveal how the digitally-native furniture store used AI as a single source of truth, unifying very customer interaction. In conversation with Sam Chandler, Director of Customer Success, Commercial at Kustomer, she’ll go into how this transformation led to the support team handling double the number of customer interactions per hour, with CSAT increasing by two points.

Through this case study, we’ll explore how CX leaders can deploy AI without destroying trust internally or externally. Rather than framing AI as a replacement for humans, we’ll advocate for a “Human + AI” model grounded in transparency and intelligent handoffs.

Attendees will learn why trust is not merely a UX challenge, but an architectural one. This session will examine how confidence scoring and human-in-the-loop workflows can dramatically reduce common CX risks while improving customer outcomes. The discussion will also explore emerging AI agent team models, where specialized AI roles outperform monolithic “one bot to rule them all” approaches.

In this session, you'll learn:

• Why trust failures in AI are architectural problems, not interface problems
• How human-in-the-loop design, confidence scoring, and escalation logic reduce brand risk
• How to deploy AI in CX using collaborative Human + AI models instead of replacement narratives