The AI-First Escalation Model – Human by Appointment

Yifat will explain how to redesign the handoff, so machines run the front line, and humans run the moments that matter and what a support team looks like when humans are the escalation, not the default. She will help you:

• Avoid the mistake of keeping humans on standby and chat windows staffed during business hours. “Just in case the AI can’t handle it.”
• Realize what actually happens when you keep humans in front of every conversation, because “just in case” is the most expensive insurance policy in modern business.
• Understand the cost of staffing a chat window during business hours, because 60% of your customers message at night.

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Yifat Cohen is the co-founder and head of business development of NOEM.ai, an AI conversational platform that builds concierge agents for 7- and 8-figure brands. Known as The Human Connection Strategist, she spent 14+ years training Google teams globally before focusing on the defining question of the AI era: where humans actually belong in the systems we’re building. Her thesis – “AI doesn’t replace your humanity, it reveals it” – has made her a sought-after voice for leaders navigating AI, customer experience, and the future of work.

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