Overview
AI is now a standard part of customer service operations, but the 2026 State of Customer Service Operations shows it hasn't reduced the need for human oversight, it's increased it. Drawing on the Connext Global 2026 AI Oversight Survey of 1,000 U.S. adults and Connext client data, this whitepaper examines why AI output still requires heavy review, where it breaks down most often, and how leading organizations are pairing AI with trained offshore teams to scale customer support without sacrificing quality or driving up costs.
What You'll Learn
- Why 63% of AI users say AI output is only correct sometimes, and what that means for review workflows
- The top failure modes behind AI errors in customer-facing interactions
- Why oversight demand is increasing instead of decreasing as AI adoption grows
- How leading teams structure offshore staff for both service delivery and AI oversight, not volume alone
- The five-part formula behind a successful offshore and AI hybrid model, including escalation playbooks and co-management accountability
Get the Free Whitepaper now!
Fill out the form and we'll send the full whitepaper straight to your inbox — ready to read offline or share with your team.
The Challenge
A company-wide hiring freeze left the client’s project teams without enough in-house estimators to keep pace with a growing pipeline of construction and engineering bids. In an industry where precise cost estimating is the foundation of effective project budgeting and resource allocation, every delayed estimate risked a missed submission deadline — and a lost contract.
The Approach
More White Papers
IFRS 18 Readiness for 2027: What Finance Leaders Need to Prepare Before the New Reporting Standard Takes Effect
IFRS 18 takes effect January 1, 2027, but because it must be applied retrospectively, the 2026 figures being closed right now will be restated as comparatives. This guide gives CFOs and controllers a six-step readiness framework for classifications, new subtotals, management performance measures, and restating 2026 before the first interim report lands.
Find out more
Govern the whole portfolio without running every portco’s team
Operating partners want one offshore standard across the portfolio without taking over day-to-day hiring at every portco. This guide gives them a two-layer model: the five things the sponsor sets at every portco (security baseline, data access, KPI definitions, reporting cadence, change-of-control terms) and the four things each portco keeps (roles, tools, culture, daily direction). Includes a shared KPI dictionary, a CX partner vetting module, and a quarterly portfolio scorecard that separates one-portco problems from portfolio-level fixes.
Find out more
The offshore staffing RFP kit
Compare offshore staffing providers with 45 vetted questions, a weighted scoring framework, and SLA language that holds up past month six.
Find out more
