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🎧 How Abby Connect Cracked the AI Customer Service Code
Podcast Customer Experience / PodCast / Feb 24, 2026 / Posted by Nathan Strum / 0

🎧 How Abby Connect Cracked the AI Customer Service Code

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Most companies are doing AI customer service wrong. They’re just replacing humans with chatbots and wondering why customers hate it.

Nathan Strum, CEO of Abby Connect, has a different approach: let AI and humans do what they’re each good at.

AI handles repetitive tasks—answering common questions, collecting information, and routing calls. Humans handle complex problems and frustrated customers. The game-changer? Their AI detects when callers become frustrated and automatically transfers them to a live agent.

No more pressing 5 for an agent. No more AI loops that make you want to scream.

The lesson? Don’t just swap humans for AI. Redesign your entire customer experience around what each does best. And always—always—tell customers when they’re talking to AI.

Transparency wins.

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About Author

NATHAN STRUM is the CEO of Abby Connect, where he leads the company’s mission to fuse human connection with cutting-edge technology. Under his leadership, Abby has evolved from a leading virtual receptionist service into a full-suite customer engagement platform offering AI-powered and human receptionist services, live chat, and smart scheduling solutions. His focus: helping businesses scale without sacrificing the personal touch. A passionate advocate for workforce development, Nathan is committed to creating career pathways that elevate entry-level employees into roles in AI and tech. He believes the future of work depends on a powerful partnership between people and AI—where each enhances the other’s strengths. Known for his hands-on leadership style, Nathan drives product innovation, process excellence, and customer success. He’s also positioning Abby Connect as a thought leader at the crossroads of customer service and artificial intelligence, frequently sharing practical insights on how businesses can grow with empathy and innovation at their core.

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About Author

NATHAN STRUM is the CEO of Abby Connect, where he leads the company’s mission to fuse human connection with cutting-edge technology. Under his leadership, Abby has evolved from a leading virtual receptionist service into a full-suite customer engagement platform offering AI-powered and human receptionist services, live chat, and smart scheduling solutions. His focus: helping businesses scale without sacrificing the personal touch. A passionate advocate for workforce development, Nathan is committed to creating career pathways that elevate entry-level employees into roles in AI and tech. He believes the future of work depends on a powerful partnership between people and AI—where each enhances the other’s strengths. Known for his hands-on leadership style, Nathan drives product innovation, process excellence, and customer success. He’s also positioning Abby Connect as a thought leader at the crossroads of customer service and artificial intelligence, frequently sharing practical insights on how businesses can grow with empathy and innovation at their core.

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