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AI, empathy, and the future of work with Ian Jacobs, Opus Research

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Manage episode 507390262 series 2093893
Content provided by Kane Simms. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Kane Simms or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

What happens when one of the world’s leading analysts on customer service and conversational technologies sits down to unpack the future of AI?


We explore the profound implications of AI adoption with Ian Jacobs, VP, Lead Analyst at Opus Research. We discuss how AI is transforming contact centres and customer service operations, from agent augmentation to process automation.


Ian shares insights on how businesses are navigating the balance between AI efficiency and human empathy, including the fascinating concept of when non-empathetic AI might actually be the more empathetic choice for customers in certain scenarios.


Along the way, the conversation zooms out into deeper territory, touching on human happiness, the future of work, and whether regulation can ever keep pace with innovation.

Show notes

Learn more about Opus Research


Kane Simms on LinkedIn

Discover VUX Consulting

Take the updated AI Maturity Assessment


Subscribe to VUX World

Subscribe to The AI Ultimatum Substack


Hosted on Acast. See acast.com/privacy for more information.

  continue reading

356 episodes

Artwork
iconShare
 
Manage episode 507390262 series 2093893
Content provided by Kane Simms. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Kane Simms or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

What happens when one of the world’s leading analysts on customer service and conversational technologies sits down to unpack the future of AI?


We explore the profound implications of AI adoption with Ian Jacobs, VP, Lead Analyst at Opus Research. We discuss how AI is transforming contact centres and customer service operations, from agent augmentation to process automation.


Ian shares insights on how businesses are navigating the balance between AI efficiency and human empathy, including the fascinating concept of when non-empathetic AI might actually be the more empathetic choice for customers in certain scenarios.


Along the way, the conversation zooms out into deeper territory, touching on human happiness, the future of work, and whether regulation can ever keep pace with innovation.

Show notes

Learn more about Opus Research


Kane Simms on LinkedIn

Discover VUX Consulting

Take the updated AI Maturity Assessment


Subscribe to VUX World

Subscribe to The AI Ultimatum Substack


Hosted on Acast. See acast.com/privacy for more information.

  continue reading

356 episodes

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