👤🤖 Humans + Machines: Redefining CX with AI and human collaboration
Dallas, TX
Joined March 2022
- Tweets179
- Following1
- Followers12
- Likes0
There's something haunting your contact center, and it's not a ghost....
It's your decision-tree IVR 📲
See how to fix it: na2.hubs.ly/H08JTY-0
#CX #IVR #VoiceAI #CustomerExperience
Humach Digital Customer & Coach gives agents a safe place to practice realistic customer interactions, get immediate feedback, make mistakes, and try again before those conversations go live.
Read the full blog → na2.hubs.ly/H08Hsjm0
#CX #CallCenterTraining #AgentSupport
Most AI rollouts fail: someone points a bot at a broken process and calls it automation. With @Polygrade, we listened first. We analyzed every inbound call, then split the work:
→ Humach owns the conversation
→ Polygrade owns the claims process
na2.hubs.ly/H08FDyp0
Some people work at a company. Others become part of its DNA.
For 30 years, Char has been that person for Humach. 🩵
#Humach #EmployeeSpotlight #CharlotteFauser
One year ago, Humach introduced paid time off for cancer screenings because cancer has touched our team.
Work should never delay a potentially lifesaving screening.
Does your company offer screening PTO? Share below. If not, make this the year you start.
#CancerAwareness
Customers today doesn’t care whether they reached an AI agent or a real person.
They care about three things: Was I understood? Was it fast? Did it get solved?
That's what Humach Digital Voice agents are built for.
Learn more: bit.ly/4yGaI2a
Responsible AI isn't a tagline. It's a contract clause.
Our AI Whisperers program puts people behind the promise: monitoring interactions, stepping in, and documenting it.
Learn more: bit.ly/4dLAtq5
Traditional roleplay sucks.
There. We said it.
Because customers don’t follow scripts, so why are we still training agents like they do?
Read the full blog → bit.ly/4yVIhy2
The CX pilot worked. Six months later, it's still limited to one team.
Scaling takes more than technology: shared success metrics, a clear owner, and real change management.
Humach helps CX leaders bridge the gap from pilot to daily operations.
#CustomerExperience #VoiceAI
Improving CX doesn’t always mean rebuilding everything.
Start with the friction:
→ Where do customers wait too long?
→ Which calls get transferred or repeated?
→ Where does your IVR slow resolution?
→ Which interactions should be automated, and which need a live expert?
Hang the IVRs up. Let Humach Digital Voice Agents pick up the conversation.
Humach Digital Voice Agents use natural language to understand intent, respond in real time, and support routine interactions.
bit.ly/4ySXuzv
Customers call support because they need to be heard.
Humach Digital Voice Agents let customers explain what they need in their own words, then guide the conversation with AI-powered precision and a better customer experience from the start.
Your CX pilot is approved. The vendor is chosen. Then it gets stuck.
It's usually not the tech. It's readiness:
→ One shared scorecard
→ A clear daily owner
→ A plan for your people
Humach helps you close that gap and launch with confidence.
76% of clients want outcome-based CX contracts. Only 5% have one. That's a 15x gap between demand and execution.
AI agents are closing it, but only if you agree on what "resolved" means before you price around it.
Technology providers bring the tools. Enterprises bring the data and systems. Humach brings the operational knowledge to connect them to the way work actually gets done.
Explore a human-centered path to automation: bit.ly/4gPjP9K
#CX #AI #BPO #CustomerSupport
How important is your customer's call to you?
If your support line is still asking customers to "press 1 for English," it may be time to show them a better experience.
Book your demo → bit.ly/3Uy6XNC
…less