The article “The Value of Human Intervention in Workers’ Compensation Customer Service” by Lisa Gran, Chief Revenue Officer at accūrō Solutions, emphasizes the importance of maintaining human interaction in an increasingly automated customer service landscape.
Key Takeaways:
- Automation vs. Human Touch: While automation improves efficiency and handles routine tasks well, it often lacks the empathy and nuance needed in complex or sensitive situations—especially in workers’ compensation.
- Human Intervention Matters: Due to the need for empathy and understanding, case specific expertise, and trust and transparency.
