Human–AI collaboration in customer service refers to a symbiotic relationship between customer service employees and artificial intelligence technologies. In this model, AI is not intended to replace humans but to complement and strengthen them. AI handles routine, repetitive, and clearly defined tasks, such as standard questions, simple troubleshooting, and information retrieval, while human agents focus on complex, emotionally nuanced, or strategically important customer interactions. For this collaboration to succeed, we must design AI solutions around real customer needs so that issues are resolved without unnecessary escalations and agents are freed for higher-complexity conversations. Successful collaboration also requires that agents are trained to work with AI tools and that workflows are adapted so AI support is seamlessly integrated into daily work.