Agentic AI vs. Human

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of contact centers, particularly focusing on Microsoft's recent rebranding efforts that redefine the term 'agent' to refer to bots rather than human representatives. They explore the implications of this shift, the role of technology in customer service, and the importance of maintaining a human connection in an increasingly automated environment. The discussion emphasizes the need for leaders in the industry to advocate for human agents while navigating the challenges posed by AI and digital transformation.

Takeaways

Microsoft's rebranding reflects a significant shift in the contact center industry.
The term 'agent' is now being associated with bots rather than human representatives.
Technology is becoming the focal point in contact centers, often at the expense of human agents.
There is a need for industry professionals to push back against the over-reliance on technology.
AI should be used to support human agents, not replace them.
The future of customer service must include a balance between technology and human interaction.
Leaders should advocate for the value of human agents in the face of automation.
Customer loyalty is built on human connections, not technology.
The conversation around AI in contact centers is evolving rapidly.
It's essential to maintain clarity in terminology to avoid confusion between human and digital agents.

Titles

The Future of Contact Centers: Humans vs. Bots
Navigating the AI Revolution in Customer Service

Chapters

00:00 Introduction and Sports Banter
02:01 Microsoft's Rebranding and the Future of Contact Centers
06:05 The Role of Technology in Contact Centers
12:03 Navigating Change in Contact Center Operations
17:57 Conclusion and Call to Action
18:59 contact center show vertical outtro.mp4

Links:https://www.cxtoday.com/contact-center/microsoft-rebrands-its-contact-center-workspace-stops-using-the-term-agent-for-live-reps/

https://www.cxtoday.com/contact-center/microsoft-releases-three-ai-agents-for-a-more-autonomous-contact-center/