# Which Interactions Should AI Handle? A Decision Matrix

> UJET argues the real debate in customer service AI isn't whether to automate but which interactions to automate. The answer is a decision matrix that plots interaction volume against emotional stakes, and frequency against the amount of context a resolution needs. Low-stakes, high-volume, low-context tickets — password resets, order status — belong to AI. Billing disputes, fraud, and anything where a customer is upset belong to humans. The company's position: 85% of customers still want a human when things go sideways, and teams that automate that boundary away pay for it in churn.

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Last updated: 2026-08-20