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Kirk Lyle
Kirk Lyle is a senior sales leader at Qmatic, specializing in complex, high-value engagements within queue management and customer service journey transformation. With extensive experience navigating multi-stakeholder environments, he helps organizations design and implement scalable service solutions that improve both operational efficiency and customer experience. Kirk brings a pragmatic perspective to AI in service focused on building trust, driving adoption, and ensuring measurable real-world impact.
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9 min read
Designing AI Service That Customers Trust and Choose to Use
Customers do not have a fixed preference for AI or human service. What they have, is a situational preference that is shaped by what they are trying to do, how complex it feels, and whether they trust the system to actually help them. This distinction matters. Because most AI strategies fail not due...