Glance Releases Practical Guide for AI-to-Human Customer Service

New guide shows CX leaders how to close the AI-to-human handoff gap, as 76% of consumers say they get frustrated by repeating themselves when switching channels

Glance, the leader in enterprise cobrowse and guided customer experience, today released The Human Edge in AI Customer Service, a new guide making the human-in-the-loop case for visual engagement in an AI-first support stack. The guide gives leaders in customer experience, customer support and digital product a practical framework for deciding where AI should handle the work, where human experts should step in, and how to connect the two without forcing customers to start over.

Industry leaders expect AI to touch virtually every customer interaction. Yet the moment a customer needs a person remains one of the weakest points in the journey. According to the Glance 2026 Customer Experience Trends Report, 44% of consumers say they almost always have to repeat themselves when switching channels, while only 7% say they rarely or never do. Survey respondents described being stuck in an "endless loop" with AI when they needed a human.

"AI is now the front door to customer service, and that's a good thing for the normal routine things that we consumers need done," said Adam Atwood, CMO at Glance. "But the interactions that matter most—a mortgage application stalled on one confusing question, applying for a small business loan, or Medicare enrollment—still need a human expert. The question isn't AI or people. It's whether the handoff between them preserves context that helps the customer achieve their goal. This guide shows CX leaders how to design for continuity instead of escalation."

The guide covers:

• Why AI elevates the human role rather than replacing it. As automation absorbs routine requests, the conversations reaching live agents grow more complex, making expert judgment more valuable.
• The broken handoff problem. A side-by-side look at weak versus strong AI handoffs, and why transferring context matters more than transferring the conversation.
• Measuring resolution, not deflection. Outcome-based questions CX leaders are using to evaluate AI: first-contact resolution, customer effort, and whether the AI-to-human transition felt seamless.

The guide also features customer snapshots from medium to large enterprises in Financial Services, SaaS and Healthcare.

Availability

The Human Edge in AI Customer Service is available now as a free download.

About Glance

Glance helps enterprises earn, keep, and grow customers at high-touch moments through instant cobrowse and screen share collaboration sessions in mobile apps, portals, and websites.

The world's most recognizable brands trust Glance as the critical visual layer for customer interactions, ultimately building loyalty, increasing revenue, and boosting customer lifetime value.

Learn more at www.glance.cx.

Media Contact

Adam Atwood
CMO, Glance Networks

SOURCE Glance Networks, Inc