Speed Without Sacrifice: The New Era of AI-Powered Customer Service

Artificial intelligence is not simply a back-office efficiency tool: It is transforming how businesses interact with their customers. Companies are finding that AI is not replacing human connection. Instead, it can help enhance it. We asked Entrepreneurs’ Organization members across a range of industries to share how they are using AI to reimagine customer service:

1. Speed and Scale Without Losing the Human Touch

For many businesses, AI’s biggest impact is its ability to make service faster while allowing humans to focus on what they do best.

Lane Kawaoka (EO Hawaii), and investor, investment coach, and founder of The Wealth Elevator, highlighted how AI reduces manual workload so his team can dedicate more time to meaningful client relationships. “We keep all our records internally, but we are able to run internal queries on a lot of our data sets in order to cut down on tedious tasks. Assuming that there is some error in there, we always ask for it to double-check with a human in the loop. This step definitely cuts down on our manpower time and allows people to free up more hours to dedicate to more interpersonal relationship building and customer handholding.”

Lane emphasized that the “human in the loop” is essential. AI may draft or inform communications, but people add the final layer of personalization and context.

Kym Huynh (EO San Diego), founder of the Executive Assistant Institute, reinforced that notion: “We have found AI to be less about replacing people and more about augmenting human excellence,” he says. “We integrate AI tools to help our executive assistants anticipate client needs, draft communications, and streamline workflows. This frees our executive assistants to focus on the irreplaceable human side of service: empathy, judgment, and trust.”

AI is creating efficiencies, but the real value comes when those efficiencies empower people to deliver deeper and more authentic service.

2. Rising Customer Expectations

AI is also raising the bar for what customers expect. Jordan Kaye (EO Los Angeles) of Analog Events notes that his customers demand immediacy and seamless personalization akin to what they experience daily with consumer technology. “They want frictionless experiences — whether that is meals delivered to their seat without missing programming, photos that show up instantly in a personal gallery, or support requests resolved in real time. In other words, the baseline for service has shifted: Convenience and personalization are no longer ‘nice to have.’ They are the expectation.”

At South Geeks, a tech staffing agency, Julia Duran (EO Europe Bridge) has experienced much of the same. “It’s not just that clients expect speed and accuracy — it’s that our competitors are getting faster, too. We had to up our AI game just to stay competitive. So now, we’re constantly finding new areas to plug in agents that help us move quicker and stay sharper.”

Across industries, AI is driving expectations for speed, accuracy, transparency, and personalization, which has forced companies to adapt quickly or risk falling behind.

3. Embedding AI Across the Customer Journey

Jordan Kaye shared how Analog Events built an AI agent that managed everything from registration to on-site support at a major conference. “At a recent conference we produced, a proprietary AI agent became the backbone of the guest experience — managing registration, travel communication, food service, photography, and even on-site support. By consolidating what would typically require multiple apps and platforms, the AI agent streamlined operations and ensured attendees interacted with one consistent, responsive interface from start to finish.”

“The biggest surprise has been how much our internal AI tools often uncover insights that impress clients and create immediate trust, validating our approach of using technology to enhance relationships.”

- Ken Jurina (EO Edmonton) 

Julia Duran explained how South Geeks has rolled out AI across multiple functions: “We are using AI to do everything from qualifying leads and matching talent, to quoting in real time. One of our favorite use cases is a GPT-powered assistant that helps prospective clients navigate our pricing and team structures. It is smart, fast, and surprisingly human.”

Ken Jurina (EO Edmonton) described how his digital marketing agency, Top Draw, integrates AI at every stage of the client journey: “Before a meeting, our internal sales info enrichment GPT researches prospects, ensuring conversations feel warm and informed from minute one. During the client relationship, we utilize AI for meeting intelligence, automatically generating transcripts and action items to ensure immediate follow-through on discussions and that no detail falls through the cracks.”

The lesson? AI is not just an add-on; it’s becoming the infrastructure that supports every step of customer journey.

4. Surprising Wins from Job Satisfaction to Customer Trust

Many EO members noted unexpected benefits of using AI in customer service. At Company Folders, Inc., Vladimir Gendelman (EO Detroit) found that AI-driven recommendations bolstered sales and heightened customer gratitude. “The biggest win is complete and correct orders. We have fewer mistakes like wrong envelope size and items not fitting inside, fewer reprints, and more customers getting everything they need in one order. We have also seen a boost in add-ons like stepped inserts and belly bands because AI explains what they do and not just their price. The surprise is that customers thank us for the recommendations.”

Ken Jurina of Top Draw noted that AI has had a positive impact on his staff. “An unexpected win has been the improved job satisfaction within our team. The biggest surprise has been how much our internal AI tools often uncover insights that impress clients and create immediate trust, validating our approach of using technology to enhance relationships.”

Meanwhile, Jordan Kaye observed how naturally customers embraced AI-enabled services at events. “At that recent conference, 94 percent of attendees opted to have meals delivered to their seats via the AI agent, and 25 percent placed their coffee orders digitally — removing downtime without requiring behavior changes.”

Surprises like these highlight that AI, when implemented thoughtfully, can deepen trust and satisfaction on both sides of the customer relationship.

5. The Future: AI as a Partner, Not a Replacement

Across industries, EO members emphasized that AI is a tool that amplifies their team’s impact rather than replaces them. Lane Kawaoka stresses the role of the human in ensuring communications remain thoughtful and personal. And for service-driven businesses like Top Draw and South Geeks, AI is most powerful when it handles rote work, letting their team members devote more time and energy to strategy, creativity, and connection.

 “AI hasn’t diminished the role of an executive assistant,” Kym Huynh notes. “It has elevated it.”

Related reading: Lucas Robinson (EO Sacramento) shares a case study regarding how his businesses have implemented AI to redefine what customers expect and how businesses deliver value.