Glance releases guide to close AI-to-human customer service gap

Glance released The Human Edge in AI Customer Service on 30 October 2026 to show customer experience leaders how to close the AI-to-human handoff gap. This new guide makes the case for human-in-the-loop visual engagement within an AI-first support stack.

Key facts * 76% of consumers report frustration from repeating themselves when switching communication channels ^[1]. * The guide provides a practical framework for deciding when AI should handle tasks versus when human experts should intervene ^[1]. * The framework aims to connect AI and human support without forcing customers to restart their interactions ^[1]. * The guide includes customer snapshots from medium to large enterprises in the Healthcare, SaaS, and Financial Services sectors ^[1].

What does the guide provide? The Human Edge in AI Customer Service provides a practical framework for leaders in customer experience, customer support, and digital product roles. This framework helps these leaders determine where AI should handle specific work and where human experts should step in. It specifically addresses how to connect these two elements without forcing customers to start over during a transition.

How should companies measure AI success? Glance suggests that customer experience leaders should focus on measuring resolution rather than deflection. The guide highlights outcome-based questions for evaluating AI, such as first-contact resolution and customer effort. It also looks at whether the transition from AI to a human representative felt seamless to the customer.

Who can access the guide? The Human Edge in AI Customer Service is available now as a free download. The guide features snapshots from various enterprises to illustrate how these strategies work in real-world scenarios.

What does Glance do? Glance helps enterprises earn, keep, and grow customers at high-touch moments. The company provides instant cobrowse and screen share collaboration sessions in mobile apps, portals, and websites. Many recognizable brands trust Glance as a visual layer for customer interactions to build loyalty and increase revenue.