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

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Kane Simms
  • Founder and CEO at VUX

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About this episode

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.

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Kane Simms

A strategic AI advisor who, for the past decade, has helped business leaders and product owners transform customer experience using conversational and generative AI.

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