Enterprise Connect 2024 Schedule
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?