Most leaders assume AI in customer service means replacing people, but the data tells a more complicated story.In this episode Chris talks with Nathan Strum, CEO of Abby Connect, about what actually works when deploying voice AI in real business environments. Drawing on two decades of customer service experience, Nathan explains why AI excels at structured workflows like scheduling, but still struggles with unpredictable edge cases where human judgment matters most. He also shares why many companies that experiment with full automation quietly return to human support, and how Abby is growing both its AI and human workforce at the same time.The conversation goes deeper into practical implementation, including where AI is safe to deploy today, why outbound AI calling is a high-risk move, and how to design systems that combine speed, scalability, and trust. Nathan also outlines a leadership approach to AI adoption that focuses on reducing friction across systems, reskilling employees, and using AI to enhance rather than replace human capability. This episode gives leaders a grounded, experience-based framework for deciding where AI belongs in their customer experience strategy.Chapters:00:00 Introduction01:00 Where Voice AI Delivers Immediate Value02:29 Introducing Abby’s AI + Human Strategy04:21 The Limits of AI in Real Customer Interactions06:52 Best Use Cases: AI Scheduling vs Human Sales Calls08:30 Why AI Adoption Is Increasing Human Headcount11:04 Lessons from Failed “AI-Only” Customer Service Experiments15:23 Where AI Is Safe vs Risky in Phone Workflows17:31 Why Transparency About AI Improves Customer Trust23:06 The Future of Offshore, AI, and Voice Technology27:29 AI as a System Redesign Tool, Not Just Cost Reduction29:56 Managing Employee Fear During AI Adoption32:57 Selling Outcomes Instead of AI Products35:18 How to Evaluate AI Vendors in Customer Experience🔎 Find Out More About Nathan StrumAbby Connect Websitehttps://www.abbey.comLinkedInhttps://www.linkedin.com/in/nathanstrumhttps://www.linkedin.com/company/abby-connect/Facebook https://www.facebook.com/abbyconnect/X: https://x.com/abbyconnectWebsite: https://www.abby.com/🛠 AI Tools and Resources MentionedOpenAIhttps://openai.comAnthropichttps://www.anthropic.comGoogle Geminihttps://gemini.google.comElevenLabshttps://elevenlabs.io