Human-First AI: Why SMBs Should Rebalance, Not Replace

A recent Gartner report suggests that by 2030, generative AI could cost more per customer interaction than a live human agent. What does that mean for small and midsize businesses?

In this episode of CX Today, Francesca Roche speaks with Nathan Strum, CEO of Abbey Connect, about how SMBs should rethink automation budgets, customer journeys, and long term growth strategies. Instead of focusing only on cost reduction, Nathan outlines a rebalancing approach that starts with human systems and works backward to apply AI where it adds value.

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