June 15, 2026
3 min read
Comsys participated as a sponsor at the 21st Customer Service Summit, organized by BOUSSIAS Events on June 4, 2026, at the Eugenides Foundation. The conference brought together customer service leaders, industry professionals, and organizations looking for smarter, more efficient, and more human-centric ways to elevate Customer Experience.
A key highlight of our presence was the session delivered by Kostas Bithimitris, Sales Manager at Comsys, titled “AI vs Human: The Wrong Question.”
The core message of the presentation challenged a common industry dilemma: the real question in customer service is not whether organizations should choose AI or people, but how to decide when automation adds value and when human involvement is essential.
Automation creates real value when it handles repetitive requests, provides immediate answers to simple needs, guides self-service, and delivers information that does not require complex judgment. In these cases, AI can simplify the customer journey, reduce effort, and support faster service.
Human involvement remains critical when managing complaints and dissatisfaction, resolving complex or ambiguous problems, and handling emotionally sensitive interactions that require empathy, judgment, and a more personal approach.
The takeaway: The future of customer service is not about AI replacing people. It is about designing the right balance between automation and human expertise, so that each interaction is handled in the most effective way.
A crucial takeaway from the session was the need to shift the focus from bot containment to true resolution.
Success should not be measured only by how many customers remain within an automated flow. It should be measured by:
Whether the customer’s issue was actually resolved.
How much effort was required from the customer.
The overall quality of the experience.
The effectiveness of the communication.
To achieve this, Comsys supports a “Journey Redesign first, Automation second” approach, built around five key steps:
Understand: What does the customer actually need?
Design: What is the right flow and desired experience?
Automate: Where does it make sense to introduce AI?
Escalate: When should the interaction move to a human agent?
Improve & Maintain: How does the journey evolve based on data?
A critical factor in this process is escalation logic. The transition from AI to a human agent must ensure continuity, without losing the context of the customer’s interaction.
Through Comsys and Jaggle.eu solutions, organizations can connect people, data, and AI into a unified ecosystem with the customer at the center.
By leveraging technologies such as:
Unified Contact Center solutions
Workforce Management (WFM)
Voice Analytics
Conversational AI built with Low-code capabilities
Our objective remains clear: to enhance human-led service for both customers and agents through the right use of technology.
Our presence at the summit, along with the discussions held at the Comsys booth, confirmed the growing market interest in solutions that do not position AI as a replacement for people, but as an enabler of better decisions, more effective service, and more meaningful customer experiences.
We would like to thank everyone who attended our session, visited our booth, and shared their thoughts with us on the future of customer service.
🔗 Learn more about our solutions: comsyscx.com | jaggle.eu
Comsys participated as a sponsor at the 21st Customer Service Summit, organized by BOUSSIAS Events on June 4, 2026, at the Eugenides Foundation. The conference brought together customer service leaders, industry professionals, and organizations looking for smarter, more efficient, and more human-centric ways to elevate Customer Experience.
A key highlight of our presence was the session delivered by Kostas Bithimitris, Sales Manager at Comsys, titled “AI vs Human: The Wrong Question.”
The core message of the presentation challenged a common industry dilemma: the real question in customer service is not whether organizations should choose AI or people, but how to decide when automation adds value and when human involvement is essential.
Automation creates real value when it handles repetitive requests, provides immediate answers to simple needs, guides self-service, and delivers information that does not require complex judgment. In these cases, AI can simplify the customer journey, reduce effort, and support faster service.
Human involvement remains critical when managing complaints and dissatisfaction, resolving complex or ambiguous problems, and handling emotionally sensitive interactions that require empathy, judgment, and a more personal approach.
The takeaway: The future of customer service is not about AI replacing people. It is about designing the right balance between automation and human expertise, so that each interaction is handled in the most effective way.
A crucial takeaway from the session was the need to shift the focus from bot containment to true resolution.
Success should not be measured only by how many customers remain within an automated flow. It should be measured by:
Whether the customer’s issue was actually resolved.
How much effort was required from the customer.
The overall quality of the experience.
The effectiveness of the communication.
To achieve this, Comsys supports a “Journey Redesign first, Automation second” approach, built around five key steps:
Understand: What does the customer actually need?
Design: What is the right flow and desired experience?
Automate: Where does it make sense to introduce AI?
Escalate: When should the interaction move to a human agent?
Improve & Maintain: How does the journey evolve based on data?
A critical factor in this process is escalation logic. The transition from AI to a human agent must ensure continuity, without losing the context of the customer’s interaction.
Through Comsys and Jaggle.eu solutions, organizations can connect people, data, and AI into a unified ecosystem with the customer at the center.
By leveraging technologies such as:
Unified Contact Center solutions
Workforce Management (WFM)
Voice Analytics
Conversational AI built with Low-code capabilities
Our objective remains clear: to enhance human-led service for both customers and agents through the right use of technology.
Our presence at the summit, along with the discussions held at the Comsys booth, confirmed the growing market interest in solutions that do not position AI as a replacement for people, but as an enabler of better decisions, more effective service, and more meaningful customer experiences.
We would like to thank everyone who attended our session, visited our booth, and shared their thoughts with us on the future of customer service.
🔗 Learn more about our solutions: comsyscx.com | jaggle.eu
