The Human Side of AI: Building a Unified Hybrid Human/AI CX Workforce

AI capabilities are advancing faster than the operating models, policies, and skills that support the people working alongside them. This DMG Consulting report, sponsored by Five9, explains how CX leaders can close that gap. It shows how to build a unified hybrid workforce where AI amplifies human judgment and human oversight makes AI more accurate and effective.

Learn how to:

• Close the Empowerment Gap: Give agents the authority, tools, and workflows to act on the real-time intelligence AI now delivers
• Elevate the Agent Role: Evolve frontline agents into AI-augmented CX specialists focused on judgment, empathy, and exception handling
• Measure What Matters: Adopt new KPIs and performance frameworks built for hybrid human/AI operations
• Lead with Confidence: Prepare supervisors to coach both human agents and AI, with explainability, clear decision rights, and governance that build trust
• Operationalize at Scale: Redesign workflows, strengthen data quality, and create continuous feedback loops between humans and AI