{"id":73068,"date":"2025-08-20T12:04:31","date_gmt":"2025-08-20T11:04:31","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=73068"},"modified":"2025-10-19T09:14:52","modified_gmt":"2025-10-19T08:14:52","slug":"ais-new-role-from-job-threat-to-agent-co-pilot-computertalk","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/ais-new-role-from-job-threat-to-agent-co-pilot-computertalk\/","title":{"rendered":"AI\u2019s New Role: From Job Threat to Agent Co-Pilot"},"content":{"rendered":"<p><a href=\"https:\/\/www.youtube.com\/watch?v=qOmBak_DE_E\" target=\"_blank\" rel=\"noopener\">Watch on YouTube<\/a><\/p>\n<p id=\"expanded\" class=\"style-scope ytd-text-inline-expander\"><span class=\"yt-core-attributed-string yt-core-attributed-string--white-space-pre-wrap\" dir=\"auto\" role=\"text\"><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">In this <strong>CX Today<\/strong> interview, Deputy Editor Rhys Fisher sits down with <strong>Mackenzie Ellis, Solutions Specialist at ComputerTalk<\/strong>, to unpack how AI is transforming the agent experience. Far from the old \u201crobots replacing humans\u201d narrative, Mackenzie shares real-world examples of AI acting as a co-pilot \u2013 from streamlining repetitive tasks to enabling smarter onboarding and personalized coaching. <\/span><\/span><\/p>\n<p class=\"style-scope ytd-text-inline-expander\"><span class=\"yt-core-attributed-string yt-core-attributed-string--white-space-pre-wrap\" dir=\"auto\" role=\"text\"><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">AI in the contact center has gone from hype to hands-on \u2014 and the impact on agents is bigger than ever.<\/span><\/span><\/p>\n<p class=\"style-scope ytd-text-inline-expander\"><span class=\"yt-core-attributed-string yt-core-attributed-string--white-space-pre-wrap\" dir=\"auto\" role=\"text\"><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\"> In this discussion, Ellis reveals how AI is becoming a trusted teammate, not a threat. <\/span><\/span><\/p>\n<h3 class=\"style-scope ytd-text-inline-expander\"><span class=\"yt-core-attributed-string yt-core-attributed-string--white-space-pre-wrap\" dir=\"auto\" role=\"text\"><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">You\u2019ll hear: <\/span><\/span><\/h3>\n<ul>\n<li class=\"style-scope ytd-text-inline-expander\"><span class=\"yt-core-attributed-string yt-core-attributed-string--white-space-pre-wrap\" dir=\"auto\" role=\"text\"><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">From fear to partnership: Why AI is now seen as an \u201cagent co-pilot\u201d that handles triage, routine requests, and 24\/7 coverage. <\/span><\/span><\/li>\n<li class=\"style-scope ytd-text-inline-expander\"><span class=\"yt-core-attributed-string yt-core-attributed-string--white-space-pre-wrap\" dir=\"auto\" role=\"text\"><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">Real-world workflows: How AI authenticates callers, preps agent desktops with context, and even coaches in real time. <\/span><\/span><\/li>\n<li class=\"style-scope ytd-text-inline-expander\"><span class=\"yt-core-attributed-string yt-core-attributed-string--white-space-pre-wrap\" dir=\"auto\" role=\"text\"><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">Smarter training: The rise of personalized onboarding, AI-powered simulations, and continuous coaching to boost retention. <\/span><\/span><\/li>\n<li class=\"style-scope ytd-text-inline-expander\"><span class=\"yt-core-attributed-string yt-core-attributed-string--white-space-pre-wrap\" dir=\"auto\" role=\"text\"><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">The future of agent experience: Dynamic dashboards, tailored learning, and AI that adapts to each agent\u2019s strengths. <\/span><\/span><\/li>\n<\/ul>\n<p class=\"style-scope ytd-text-inline-expander\"><span class=\"yt-core-attributed-string yt-core-attributed-string--white-space-pre-wrap\" dir=\"auto\" role=\"text\"><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">Whether you\u2019re running a contact center or rethinking your AI strategy, you\u2019ll come away with ideas to boost both efficiency and employee satisfaction.\u00a0<\/span><\/span><\/p>\n<p>Watch the full interview to hear Mackenzie\u2019s examples in detail.<\/p>\n<p>Explore how ComputerTalk supports AI adoption with consulting and roadmap planning.<\/p>\n<p>Review your change management and training processes to build AI trust among agents.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Watch on YouTube In this CX Today interview, Deputy Editor Rhys Fisher sits down with Mackenzie Ellis, Solutions Specialist at ComputerTalk, to unpack how AI is transforming the agent experience. Far from the old \u201crobots replacing humans\u201d narrative, Mackenzie shares real-world examples of AI acting as a co-pilot \u2013 from streamlining repetitive tasks to enabling [&hellip;]<\/p>\n","protected":false},"author":4983,"featured_media":73086,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61016,60908],"class_list":["post-73068","post","type-post","status-publish","format-video","has-post-thumbnail","hentry","category-contact-center","category-customer-analytics-intelligence","category-tv","tag-ai-agents","tag-artificial-intelligence","tag-ccaas","tag-virtual-agent","post_format-post-format-video","brands_to_track-computer-talk","editorial_type-interview","intent-evaluation","target_audience-industry-professional"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>AI\u2019s New Role: From Job Threat to Agent Co-Pilot - CX Today AI in the Contact Center: How AI is Becoming the Agent Co-Pilot<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center &amp; Omnichannel\u200b news including AI Agents, Artificial Intelligence, CCaaS, Virtual Agent and more. 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