Quick Answer
AI handles repetitive replies, summaries, intent tagging, and 24/7 availability. Humans handle edge cases, empathy, and decision-making. Inside OnSync, AI copilots sit in every conversation to acknowledge customers, collect data, and prep context before humans jump in. Everyone sees the same thread, KPIs, and guardrails.
Key Points
- AI should answer policy-safe questions with sources, not improvise.
- Humans focus on complex, emotional, or revenue-sensitive interactions.
- Success requires a single workspace where AI + humans collaborate.
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Automation
AI vs Human Support (and How to Combine Both)
See the operating model for pairing AI copilots with human experts inside OnSync across WhatsApp, Instagram, and chat.
OnSync Automation Studio
2025-12-24
9 min read
AI vs Human Responsibilities
| Task | AI Role | Human Role |
|---|---|---|
| Instant acknowledgement | AI handles 100% | None |
| FAQ + policy answers | AI drafts + cites; optional approval | Approves sensitive responses |
| Emotional escalations | Summarizes context + drafts empathy cues | Owns final reply and resolution |
| Upsell or retention offers | Flags opportunities + adds context | Negotiates terms, closes deal |
Success Metrics
Automation coverage
70%+ tier-1 inquiries answered by AI
Human focus time
+3 hrs/rep/day for complex cases
Compliance incidents
0 when AI guardrails enforce approvals
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