Aidelytica articles
Research, News and Insights
Brand and Experience Design→When AI Sounds Human: The Useful and Risky Sides of Anthropomorphism in Customer Service
The strange art of making machines feel approachable
D. Park · June 24, 2026 · 9 min read
Leadership→AI in Customer Service Should Build Better Jobs, Not Cut Them
Why treating AI as a headcount cut wastes the customer knowledge support teams have spent years building.
M. Okafor · June 24, 2026 · 9 min read
Brand and Experience Design→Designing the AI-to-Human Handoff
The escalation moment is where automation either earns trust or burns it. A field guide to handoffs that customers actually thank you for.
D. Park · May 28, 2026 · 7 min read
Leadership→Trust, Empathy, and the AI Era of Service
Automation can scale answers, but only people scale trust. How the best teams are dividing the work.
J. Reyes · April 16, 2026 · 5 min read
Brand and Experience Design→When AI Customer Service Feels Right
Customers accept AI service when it matches the brand they thought they were dealing with — and reject it when it cuts across that promise.
M. Okafor · February 21, 2025 · 6 min read