Fortunately, technology is now finally able to deliver on promises that, in the past, were premature. That means it’s time for AI to do the machine work and humans to do what humans excel at. For too long, companies have been approaching this issue in the wrong direction. Contrary to those predicting dire consequences, AI isn’t leading to mass layoffs of agents; instead, it’s helping to restore a more balanced and efficient system. That means that high volume, low complexity repetitive tasks go to the machines. That’s why assembly lines are run by machines and things like service, design, sales and marketing are done by humans.