Human In The Loop Is Becoming CX’s New Skills Crisis

Human in the loop is quickly moving from an AI buzzword to a real operating requirement for customer experience teams.

In this episode of Human in the Loop, we dig into what AI oversight means in practice, and why it is reshaping contact center skills, hiring, and escalation design. CX Today speaks with Martyn Redstone, Founder at GenAssess, about the skills that matter most as AI agents take on more routine customer queries. We also explore the implications of AI regulation, including the EU AI Act, and why “who owns the escalation” is becoming a leadership-level question.

In this conversation, we cover:

• How human oversight is showing up in AI regulation
• Why escalations get harder when AI tries first
• What skills-based hiring looks like in an AI-augmented contact center
• Why critical thinking and AI literacy are now essential agent skills
• How to build a feedback loop that improves automation over time