CX x AI Stories
Securing customer trust in the age of AI
Auth0 launched its Customer Identity Trends Report 2025 and it’s filled with killer insights, especially these around attitudes for AI-powered customer service:
- 70% of customers favor interacting with humans while 16% prefer AI Agents
- Those who prefer AI Agents do so for faster resolutions and not needing to deal with people
- 38% said that human oversight to review or approve decisions made by an AI agent would increase trust
Human-in-the-loop is the clear way forward to balance the speed of resolutions that customers have come to expect while maintaining trust and the high level of service that retains customers.
Salesforce: AI is doing 30% of customer service, and getting it 93% right
Salesforce CEO Marc Benioff touts that AI is now handling 30–50% of engineering, coding, support, and service work at Salesforce - and expects the percentage to grow, despite security concerns. He cites Disney as an example of a client with 93% accuracy in AI-aided customer interactions.
93% right is pretty good, but 7% is a big margin for error for many industries. (Of course, humans aren’t perfectly accurate either!)
Ultimately, it helps illustrate the findings in the Auth0 report above that right now, consumers are wary of totally automated customer service, due to both inaccuracies in responses and security concerns.
The CX leaders that can balance the productivity gains that come from AI while delivering high-quality customer service will be the ones that win in the long run.
Cloudflare blocks unpermitted AI crawlers by default
Cloudflare is now the first internet infrastructure provider to block AI crawlers from scraping content without explicit permission or compensation. Its new default setting empowers website owners to control how their content is accessed and used, paving the way for a permission-based model. This move is expected to impact 16% of global web traffic and aims to protect original content and foster a fairer, more sustainable digital ecosystem for creators.
What does this mean for customer experience leaders? Bolt-on AI tools that leverage web content may be less effective.
Fortunately, there’s no need to panic. You can use AI systems that are trained based on your own knowledge base materials, and if you use an all-in-one CRM and customer support platform, AI Agents can pull from your first-party customer data to aid in resolving customer issues.
New: Multiparty email conversations
In a perfect world, support conversations would be simple: one agent, one customer, one thread. But in the real world, especially in B2B support, it’s often not that straightforward.
Sometimes there are multiple customers involved in an issue that jump in and out of email threads. Customers CC teammates, reply from different addresses, or forward chains across departments. For agents, this can turn a single conversation into a confusing tangle—and slow down resolution just when customers need fast answers.
That’s why Kustomer has reimagined how email conversations appear in the Timeline, bringing clarity, reducing confusion, and helping teams move faster.
Read more about the new feature here.
CX Quotation of the Week
“Every brand should have their own unique approach to how they want to blend AI and CX and the human element of it together. Some brands might have interaction types that should probably be handled by AI Agents that can certainly answer the question directly… there may be certain types of questions that come up that just make sense for the human to handle that interaction. AI can certainly help with those interactions, but every brand should be conscious around what that looks like and what that blend between the two should be. I think brands that are wanting to lean a little bit more into the human experience, I think that will become more of a differentiator over the next five years than just implementing AI at all costs. I think there has to be a responsible balance between both of the efforts. You also have to pay attention to what the end customer wants. If you can do that as best as possible for your brand, I think you're making the right decisions on how to blend that perfectly.”
-Arman Taheri, Co-Founder, Talent Pop
Catch the full interview!
DTC folks: Tune In
In the competitive DTC landscape, acquiring customers is just the beginning. The real growth comes from getting them to purchase again and again.
Join us and our friends at Okendo, Attentive, Ordergroove, and Nostra as we unpack the strategies top brands use to drive repeat purchases, boost retention, and increase CLTV.
Learn how to deliver personalized experiences, build lasting customer relationships, and unlock more revenue from your existing customer base.
Whether you’re looking to level up your post-purchase journey or deepen customer loyalty, this session is packed with insights you can put to work right away.
Tune in: Wednesday, July 23rd at 11:00 AM PT / 2:00 PM ET
