How To Build A Culture That Empowers Good Judgment

A hotel reservation problem that took five handoffs—from a website chatbot to live agents and then back to reservations—illustrates how customer service is changing as AI handles more routine requests. The author says the chatbot recognized it couldn’t solve the issue, while the first live agent failed, and a second reservation agent ultimately corrected the booking by adding the wife’s name so she could check in. The piece argues that as automation reduces basic interactions, employees get fewer chances to build experience naturally. Instead, organizations need to develop judgment through structured practice, coaching, and role-playing so staff can handle unusual requests, upset customers, and situations outside standard policies.