Article • 5 min read
The key to better customer relationships? Human-centric AI
Businesses that prioritize human-centric AI aren’t just improving efficiency—they’re building trust, loyalty, and long-term customer connections.
출처 Lisa Kant, SVP of Product and Solutions Marketing, Zendesk
최종 업데이트: March 14, 2025
Companies that are moving quickly to adopt human-centric AI and integrate it deeply into their CX strategies are winning over customers—and boosting their bottom lines. According to our CX Trends 2025 report, early adopters are 128% more likely to report high ROI from their AI tools in CX.
Human-centric AI can amplify human abilities, making it easier for companies to understand and connect with their customers as individuals.
But how, exactly?
Picture this: your dear friend has had a difficult year. You send them a heartfelt birthday gift—one you know will lift their spirits. But there’s just one problem. The gift didn’t ship on schedule, and now it won’t arrive on time for their birthday.
You’re understandably upset when you contact the company—a brand you happen to love—about the issue. Your outreach is handled by an AI agent that senses your frustration. Capable of demonstrating empathy to handle difficult situations like this, the AI agent offers a sincere apology, determines a way to expedite the gift so it arrives on time, and even provides you with a discount off your next purchase.
You were already a loyal customer, but now—thanks to human-centric AI making you feel seen, understood, and valued—you’re a fan for life.
This is just the tip of the iceberg when it comes to better understanding your customers with the help of AI. Keep reading to learn more about what human-centric AI is, why leading CX organizations are making the shift, and how AI can help enable more human-centric experiences for your customers, agents, and organization.
Powering human experiences with the help of AI
With the right AI approach, agents can be more empathetic and better able to handle difficult situations—like a delayed birthday gift.
But it’s not just about helping customers. By streamlining tasks and enhancing their ability to communicate with customers, AI is empowering agents, too. For example, AI can help an overwhelmed agent handling a grieving customer’s insurance claim by suggesting real-time, sensitive, and empathetic language tailored to the situation. Meanwhile, AI can also retrieve necessary policy details so the agent can focus entirely on listening, comforting the customer, and providing faster resolutions.
Quick, AI-powered resolutions lead to lasting loyalty
According to our research, 61% of consumers say they expect more personalized service with AI—in just a short time, it’s had a significant impact on expectations.
Match Group, which owns and operates the largest global portfolio of popular dating services is looking to human-centric AI to help their members solve their problems faster with self-service.
“We’re looking to understand where we can improve customer experience by allowing members to resolve their issues instantly without a wait time—and how generative AI can get us there,” said Meghan Hussack, Director of Strategy and Shared Service, Emerging and Evergreen Brands at Match Group.
“I am most excited about generative AI being able to understand the language a customer’s using and how to solve their problem without the customer having to go through the often clunky flow of your typical chatbot.”
Employing AI to handle the first touch of every customer interaction will help companies like Match Group resolve issues quickly, while also building a strong human connection with customers that translates to loyalty. It also sets brands apart from their peers: 70% of consumers believe there is a clear gap forming between companies that leverage AI effectively in customer service and those that don’t.
3 ways AI enables more human-centric experiences
Ready to reap the rewards of creating human-centric experiences? Here are three ways AI can transform experiences for customers, agents, and your organization:
1. Right-sizes service for every customer with AI
We’ve all been there (or know someone who has): you’re stuck at the airport due to a flight cancellation. But instead of waiting forever in line to speak to a desk agent, AI rebooks you on the next flight out, coordinates your overnight hotel stay, and sends you all the necessary details in an empathetic email with a discount on your next trip. That’s hassle-free service during a high-stress time, helping to foster reassurance and long-term customer loyalty.
AI agents are increasingly able to deliver service that feels natural and personalized. And it’s something that customers want and are looking for: 68% of consumers say they would engage more frequently with AI agents/bots if they had more human-like interactions.
2. Empowers agents with more time to deepen customer connections
When it comes to agents, AI copilots can supply real-time suggestions for language and solutions, empowering agents to deliver empathetic and effective responses—especially during a high-pressure holiday season.
Instead of being buried by a mountain of inquiries or delivering a less-than-perfect response, AI copilots can draft responses, identify repetitive questions, and flag the most emotionally charged for personal attention.
This helps boost agent performance and satisfaction, not just during the holiday season, but every day. In fact, 79% of agents believe having AI as a copilot supercharges their abilities—enabling them to deliver superior customer experiences with faster, better answers and foster deeper trust with more personalized interactions.
3. Enables dynamic, more strategic teams with AI
Finally, organizations can reap the benefits of human-centric AI with workforce management tools and automated triage/intelligent routing. These AI tools allow teams to be more dynamic in their responses and more strategic with their resources.
For instance, you’re a retail brand anticipating a flood of customer questions during a flash sale. You can use AI to help predict spike volume and plan accordingly by scaling up your support team. Then, AI not only routes inquiries to the right agents but also prioritizes VIP customers, ensuring their needs are addressed first with personalized care.
This results in more streamlined, efficient interactions that are aligned with what customers and teams need in any given moment—and a better experience overall.
CX leaders who’ve embraced human-centric AI are already realizing tremendous value. They’re harnessing the power of AI to personalize experiences, fostering loyalty and inspiring confidence—even in the most stressful of situations. And they’re empowering their agents and teams with the cutting-edge tools they need to do their jobs well, and to end each day with a sense of satisfaction and pride.
Human-centric AI experiences are already unlocking these experiences for early adopters. Isn’t it time you joined them?
