HDI SupportWorld: Finding the Right Balance Between AI, Automation, and Human Expertise

This week’s HDI SupportWorld explores how service and support teams can prepare for a future where AI and automation take on more routine work—without losing sight of the value people bring.

In “When AI Does the Talking, What Are Humans For?”, Doug Tedder argues that as AI handles tasks like password resets, status checks, and other routine transactions, the role of the service desk must evolve. While AI can provide answers quickly, people still bring judgment, critical thinking, confidence, and trust. The opportunity for support professionals is to work alongside AI while strengthening the uniquely human skills that technology cannot easily replace.

Matt Beran takes a different angle in “Automation Is Still Better Than AI.” He reminds organizations not to overlook traditional automation in the rush toward AI. For predictable, rules-based work, automation can often provide a more reliable and efficient solution. His approach is simple: let AI identify patterns, let people determine the right action, and use automation to execute it consistently.

The newsletter also highlights the upcoming HDI & ICMI Idea Exchange, focused on continuous learning in a rapidly changing workplace. The August 21 session will feature an interactive, drama-based learning experience designed to help teams explore common workplace challenges while building skills for the future.

Together, these stories offer an important reminder: the future of service isn't about choosing between people and technology. It's about using AI, automation, and human expertise together to create better service experiences.