The Human Edge in AI Customer Service

WAKEFIELD, Mass. – October 31, 2026 -- Glance Networks released "The Human Edge in AI Customer Service," a guide aimed at the AI-to-human handoff gap, as 76% of consumers say they get frustrated by repeating themselves when switching channels.

The Glance 2026 Customer Experience Trends Report found that 44% of consumers almost always have to repeat themselves when switching channels. Only 7% say they rarely or never do. Respondents described being stuck in an "endless loop" with AI when they needed a human.

Guide gives CX leaders a framework for dividing work between AI and human experts

The guide is aimed at leaders in customer experience, customer support and digital product. It sets out where AI should handle the work, where human experts should step in, and how to connect the two without forcing customers to start over.