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What does the law say about AI? And more importantly, what should we be asking? In this episode of WFM Unfiltered, Irina sits down with John Walter — lawyer, tech innovator, and founder of ProxyLink — to dissect the growing tension between artificial intelligence and legal boundaries in the contact center space.

From transitioning out of the legal field and diving into customer support, John’s path has been anything but typical. His frustration with how AI is being rolled out (and oversold) in CX platforms led him to create ProxyLink: a solution bridging secure communication between AI agents and humans. But this episode isn’t a product pitch — it’s a provocative conversation about rights, risks, and the very real legal traps many businesses are sleepwalking into.

You’ll hear surprising insights into how bots could affect liability during emergency calls, why consumers need advocates in the AI space, and how human-first design might be the only path forward. Expect practical advice on regulation, actionable tips for CX leaders navigating automation, and some spicy truths about “AI” apps that aren’t really AI at all.

If you're a decision-maker in customer service, CX, legal, or tech — this is your wake-up call. Get ready for a conversation that challenges buzzwords and exposes the legal blindspots no one is talking about.

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Show Links:

RightWFM website: www.rightwfm.com
Email: Irina@rightwfm.com
Podcast email: WFMUnfiltered@gmail.com
Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share
YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1
Guest LinkedIn: www.linkedin.com/in/jowalter
CCAIA: www.ccaia.org
ProxyLink: www.proxylink.co

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