AI and human empathy go hand-in-hand when investing in customer success

As AI becomes more integrated into customer service strategies, the debate continues over whether AI truly replace human interaction. According to Lauren Oxman, Head of Customer Success with real estate investor data insights company 8020rei, the answer is clear: AI is a powerful tool for CS, but it hasn’t mastered the nuances of human connection.

Mutualism: "We believe AI augments our human-driven service," Oxman explains. "Our team members excel at building relationships, tackling nuanced conversations, and interpreting non-verbal cues—strengths that AI hasn’t fully mastered. AI, on the other hand, excels at processing large amounts of data instantly, spotting trends, or automating routine tasks."

Addressing the mutualism between the two, she continues, "Technology helps us scale and become more efficient, but real-time empathy and genuine connection can only come from our team. We strive to preserve that essential personal element in every client interaction."

What’s at stake: Keeping a human touch in place is key for 8020rei’s customers, as their meaningful financial investments are at the forefront of their customer’s minds. Noting that they have to ride out constant changes alongside their clients, including rapid interest rate changes, adjusting portfolio strategies, and geopolitical shifts in investor sentiment, managing customer expectations proves difficult. 

"Ensuring clients understand the inherent risks and timelines in real estate investments is a constant challenge," Oxman explains. "Overly optimistic market conditions or external hype can set unrealistic expectations." 

Understanding there is a lot at stake with this level of investment for clients, she adds, "Our job is to balance providing strategic optimism with transparent communication. Doing so effectively requires active listening, frequent check-ins, and education." 

Mastering CX from the outset: In long-term investment environments, clients may not need daily interactions, but they do expect consistent, meaningful updates—especially when conditions shift. One of the key ways companies are tackling this is by using AI to enhance personalized service. A tailored approach ensures that clients receive support that aligns with their unique needs, starting with onboarding and continuing throughout their journey.

"We provide new clients with specialized onboarding tracks, ensuring they receive relevant resources and hand-holding where needed," Oxman shares. "Beyond the initial phase, we segment clients based on portfolio size, investment type, and growth stage to deliver targeted content and coaching to align with their goals."