November 11, 2025
Featured
Below is an excerpt from Laivly CEO Jeff Fettes’ article for No Jitter.
Done right, AI agents can make the total customer experience feel more human, says CEO of agentic AI automation platform Laivly.
As generative AI becomes more firmly entangled with each step in the customer journey, and we get more data on how customers feel about that, a new theme has emerged among vendors and analysts: the importance of empathy as part of the customer experience.
Defining empathy in CX and whether generative AI-fueled agents are capable of delivering, is a hotly debated subject. Jeff Fettes, CEO of agentic AI automation platform Laivly, says that automating customer service without retaining any empathy is a false economy for companies, and there’s a way to blend both AI and human customer agents for the best CX. No Jitter recently asked him how he defines empathy in customer interactions and what role accountability plays in customer experiences.
This conversation has been condensed and edited for clarity.
NO JITTER: What are the biggest frustrations in automated customer service – what really makes people’s blood pressure rise?
Jeff Fettes (Fettes): The biggest frustration in automated customer service today is when solutions simply don’t work or fail to deliver any real value.
There’s been so much hype around AI that many organizations believe that if they just have the right technology and flip the switch, everything will suddenly transform. But what often happens is these organizations invest significant time, money, and effort into launching a solution, only to find it’s a “nothingburger”— it doesn’t drive results, or worse, [the people implementing the technology] never defined what success should look like in the first place.
It’s frustrating (to customer service providers) because it’s not about whether the technology works. AI clearly works. It’s about how you operationalize it to help your CX.
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Read the full interview: No Jitter – Even when automated, CX requires a human touch
