{
  "id": 8690057,
  "title": "Aflac’s Customer Experience Strategy: Knowing When AI Should Step Aside For A Human",
  "url": "https://urgent.news/2026/09/20/aflacs-customer-experience-strategy-knowing-when-ai-should-step-aside",
  "topic": "ai",
  "section": "AI",
  "published": "2026-09-20T12:00:00.000Z",
  "source": {
    "name": "Forbes",
    "slug": "forbes",
    "url": "https://www.forbes.com/sites/shephyken/2026/09/20/aflacs-customer-experience-strategy-knowing-when-ai-should-step-aside-for-a-human/"
  },
  "original_language": "en",
  "account": null,
  "summary": "When should companies use AI in customer service, and when should customers talk to a human? Shep Hyken explores AI, empathy, and the human connection.",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}