Enterprise Connect is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Job Shifting: Where and How AI is Eliminating & Adding CX Positions

Robin Gareiss  (CEO & Principal Analyst, Metrigy)

Josh Goldlust  (VP Product Management, Digital Platform, Genesys)

Andy Traba  (VP of Product Marketing, NICE)

Steve Brock  (Senior Director, Solutions Marketing, Avaya)

Rei Kasai  (SVP, Global Head of Product, Talkdesk)

Michelle Couture  (Product Marketing Lead, CX, Zoom)

Location: Osceola A & B

Date: Monday, March 25

Time: 8:00 am - 8:45 am

Pass Type: 4-Day Conference Pass - Get your pass now!

Session Type: Breakout Session

Track: CX/Contact Center

Vault Recording: TBD

For years, a key concern about AI is that it would take jobs from people. For the first time in our research, we have started to see measurable layoffs resulting from the use of AI in the contact center. It’s also affecting new hires. Yet, not all is negative when it comes to jobs in the contact center. During this session, you’ll learn:

  • How is AI affecting hiring practices in the contact center?
  • What types of AI have the most profound impact on staffing?
  • Is generative AI causing layoffs?
  • What new jobs will emerge because of AI, and why?
  • How do supervisors view bots as they relate to live agent staffing?
  • What can you do to ensure your enterprise is well-positioned as AI adoption grows?