<p><strong>Danny Snow on AI, Automation, and the Human Side of Customer Service</strong></p><p>What happens when customer service goes fully automated—and no one’s left to help when things go wrong?</p><p>In this episode of the <strong>Keep It Human Podcast</strong>, Jim Bouchard is joined by <strong>Danny Snow</strong>, customer experience leader and co-author of <em>Lessons From The Mouse</em>, to explore why customers are growing frustrated with AI-only customer service systems—and what leaders are missing.</p><p>AI promises speed and efficiency. But when an issue goes off-script, automation often turns a five-minute human conversation into days of back-and-forth.</p><p>This conversation focuses on why <strong>human contact still matters</strong>, especially when technology hits its limits.</p><p>🎧 In This Episode, We Discuss:</p><p>Why customers are burning out on fully automated customer service</p><p>How AI systems create delays when issues hit a snag</p><p>The hidden cost of <em>time lag</em> in asynchronous support models</p><p>Why removing human contact erodes trust and loyalty</p><p>How AI should be used to <strong>support human reps</strong>, not replace them</p><p>Danny also shares insights rooted in the customer experience philosophy he developed with his father, <strong>Dennis Snow</strong>, emphasizing that great service isn’t just efficient—it’s human.</p><p>▶️ Related Video from Danny Snow</p><p>Danny expands on these ideas in his own video on AI and customer service:</p><p>👉 <a target="_blank" href="https://www.youtube.com/watch?v=phi9TO9T5rE"><em>https://www.youtube.com/watch?v=phi9TO9T5rE</em></a><em>)</em></p><p>📝 Related Reading</p><p>👉 <strong>Why AI-Only Customer Service Is Wearing People Out—and What Leaders Are Missing</strong></p> <br/><br/>This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://keepithumannetwork.substack.com?utm_medium=podcast&#38;utm_campaign=CTA_1">keepithumannetwork.substack.com</a>