Glance has released The Human Edge in AI Customer Service, a practical guide highlighting the importance of seamless transitions between AI-powered support and human agents. According to its 2026 Customer Experience Trends Report, 76% of consumers experience frustration when repeating information across channels, while 44% say they almost always have to repeat themselves. The guide emphasizes preserving customer context, improving first-contact resolution, and combining AI automation with human expertise to deliver more efficient and personalized customer experiences.