WAKEFIELD, Mass. – October 31, 2026 -- Glance Networks released "The Human Edge in AI Customer Service," a guide aimed at the AI-to-human handoff gap, as 76% of consumers say they get frustrated by repeating themselves when switching channels.

The Glance 2026 Customer Experience Trends Report found that 44% of consumers almost always have to repeat themselves when switching channels. Only 7% say they rarely or never do. Respondents described being stuck in an "endless loop" with AI when they needed a human.

Guide gives CX leaders a framework for dividing work between AI and human experts

The guide is aimed at leaders in customer experience, customer support and digital product. It sets out where AI should handle the work, where human experts should step in, and how to connect the two without forcing customers to start over.

It makes three core arguments. As automation absorbs routine requests, the conversations reaching live agents grow more complex, which raises the value of expert judgment. A side-by-side comparison of weak and strong handoffs shows that transferring context matters more than transferring the conversation. The guide also features customer snapshots from medium to large enterprises in financial services, SaaS and healthcare.

Resolution metrics replace deflection as the yardstick for AI performance

The guide lists outcome-based questions CX leaders are using to evaluate AI: first-contact resolution, customer effort, and whether the AI-to-human transition felt seamless.

Glance CMO says high-stakes cases still need a human expert

Adam Atwood, CMO at Glance, said a stalled mortgage application, a small business loan application and Medicare enrollment still need a human expert. He said CX leaders should design for "continuity instead of escalation."

The guide is available now as a free download.