AI for CX Ops: Myth Busted — Bite-sized video insights

I've worked in the CX industry for twenty five years now. A lot of my career was really on the front line, working as an agent in the contact center, a rep in the sales store. And so I've been up and close and personal with customers for a very long time. And the last five or six years I've spent on the technology side. And so I've had an opportunity to work sort of on both sides of this world. And really over those twenty five years, you know, lot of investments have been made come by way of new technologies. But one could argue that customer experience improvements has not kept pace with the level of innovation and investments. And as I work with different companies, companies of all shapes and sizes now, it's clear to me that a lot of the false beliefs that CX leaders have lived with for twenty years are still false beliefs. And what I see as a risk is if we continue to believe these lies and fairy tales, there's a real good chance that we may repeat some of the sins of the past. And so what I am here to do is to help sort of myth bust a lot of the false beliefs that I think will be an impediment to us deploying AgenTic AI in a way that will actually deliver on the promise. A promise that historically other technologies have failed to deliver. I'm a firm believer that AgenTic AI technologies of today can and will deliver on breakthrough outcomes. So if you're interested in learning more, I hope you'll reach out to me and connect on LinkedIn. And also check out my new blog series, AgentyxCX Playbook, where we'll be sharing lots of practical steps on how to execute on this most effectively. Until then, we'll see you next time.

As I shared last time, the CX industry, led by CX leaders that are responsible for the frontline people, process and technology, have just come to believe a lot of sort of false beliefs. And I'm here to dispel a lot of those myths as we enter into this new agentic AI era. As I work with many companies of different shapes and sizes, what typically emerges as the most common problem is we've adopted this sort of binary mindset. Everything's eitheror, and it's either voice or digital. It's either automation or agent. It's either satisfaction or cost. We don't operate with this sort of all inclusive both and mindset. It's a compromise. We can either have one or the other. And as we bring in the new technologies, you know, the generative and the agentic AI, we're entering into a phase where we can actually achieve both. It's not voice or digital, it's voice and digital. It's humans and automation. It's cost savings as well as improved customer satisfaction. And I would argue this is the first time in my experience over twenty five years that both are truly possible. And so as I work closely with enterprises, I work closely to make sure that we are, having this sort of all inclusive, all encompassing mindset so that we're not operating in this either or, which unintentionally drives a lot of headwinds into the returns on the investments that we expect to see. So if you're interested in learning more, I hope you'll reach out and connect with me on LinkedIn. And I also hope that you'll check out my blog series, Agentyx CX Playbook, where we're providing a ton of practical steps on how to deploy AgenTic AI in a way that will help you realize the returns on the investments that we're talking about week in and week out. Until then, I hope I'll see you again.

As I began to discuss in the last session, as we enter into this agentic AI, phase of technical innovation, workforce becomes a very critical factor very, very quickly. And what I'm hearing as I work with various companies, is that we just don't have the expertise to deploy AI right now. And I don't have budget to go hire a hundred software engineers. And I want to dispel this as the next myth in this series. It's just not a requirement for companies of any size to bring substantial AI expertise or an army of software engineers to start this new journey into the realm of agentic AI. With the right platform, with the right AI partner, who preferably would have some level of expertise in the CX and more specifically the contact center space, you can get started right now. And it's really never been more important to begin shifting, the employee mindset about AI. For a long time now, artificial intelligence has been coming for our jobs. And that's just not reality in most cases. It's time to upskill these employees. As we put AI, very powerful AI tools into the hands of these employees, all of our workforce has an opportunity to be upskilled. And so it's more about evolution of jobs, educating employees on how to use AI to drive the business outcomes. And so I hope that you will continue to join me on this journey. If we're not already connected on LinkedIn, please reach out and connect with me. And if you haven't already, seen my blog series, I hope you'll check out AgenTix CX Playbook, because there's a ton of practical steps in there that I think will help you navigate this.

Similar to my last myth busting topic where we discussed workforce complexities and the importance of modernizing the workforce and changing the conversation from eliminating jobs to upskilling and evolving jobs, there's a similar conversation to be had around sort of operational complexity. As I work with companies of all shapes and sizes, I frequently hear the same thing. Our data is too dispersed. Our data has some accuracy issues. I have a very complicated tech stack. The reason my customers are contacting me are far too complicated for automation to handle. I'm here to say that these are just not true. Those myths need to be busted because some of the most complicated, complex enterprises in the world are already taking steps to deploy agentic AI. And so the important thing to know here is that despite how complex your business and your operation may be, with the right AI platform and with the right AI partner, one particularly that really understands, the realm of customer experience and contact center, you have everything you need to get started. And I would argue there's nothing more important than for you to get started now. And so I hope that you'll contact with me on LinkedIn. I hope that you'll check out my blog series, Agentyx CX Playbook, and I'll see you next time. And until then, have a great day.

Hi, everyone. If you recall last time, we spoke in detail about modernizing the workforce. But we did so in a way that really focused on engineering and IT, and really the false belief that a lot of enterprises still believe that they have to go acquire an army of AI engineers to begin this AI first strategy that virtually every boardroom in America is talking about. Today I want to talk a little bit more about sort of the operational dynamic of not having to go hire an army of engineers, but where do you find the expertise required to really get started quickly with your new AICX strategy? The people that you need are already working in your workforce. It's those experts that are staffing the front lines. Nobody knows your business better. So the key is to sort of shift our focus from believing we have to go hire all these experts to looking internally to see our experts are right in front of us. And instead of doing what we've done for the last several years, which is try to identify ways for the AI to assist the human, it's now time for us to flip the script. It's time for role reversal. So these human experts who are going to be there to assist the AI to unstick the AI when it gets stuck in those, what I call moments that matter, those critical decision points where there might be policy considerations, compliance or regulatory issues, and particularly those empathetic opportunities where you really want to double down on that white glove customer experience. With the right AI partner and the right AI platform, now is the opportunity for us to really leverage those human experts to get more out of our AI agents. If you'd love to learn more, I would love to connect with you on LinkedIn. And also check out my blog series, which is the Agentyx CX Playbook, where you can find out so much more in detail.

Hi, everyone. Today I want to talk a little bit about a bit of a controversial topic. As a former buyer and operator in a very large enterprise, contact center CX space, I have bought more than my fair share of technology that just never lived up to the promise. And as we embark on this new agentic AI opportunity, you know, I've never heard as much noise, marketing noise, in a marketplace as I have now. And so I don't envy the task of a buyer sorting out who's the real deal versus who maybe just has great marketing. And so I think back over my twenty years of doing this and we've gone from seat based licensing pricing to consumption based pricing, and none of those models ever really created a shared success outcome, meaning the vendor success and the enterprise who was buying from the vendor, was trying to create a partnership, did not have a shared success model where one group wins, the other group wins. And I think we are at a point in time where through outcome based pricing, we can completely change this reality. But outcomes can be very squishy and very hard to define at times. And so I think we need to spend a lot of time working on this. But instead of just believing that we have to have pricing models that are antiquated and do not align shared success, we can now blow that myth up. And we say, when we clearly define outcomes and we can fair pricing for those shared successes, particularly through verified resolutions in a contact center where you really want to make sure that the customer didn't just abandon from one channel and show up in another, all of a sudden I'm paying for false containment, those days are behind us. And so with the right rigor and the right partnership with the right AI platform, we can now truly verify real containment, not the false containment that we've lived with for far too long. But with the right tools and the right reporting in place, we can finally overcome this challenge and software vendors and enterprises can come together and really maximize the return on the investment. Rather than telling the story that I've really lived with my entire career, we now have an opportunity to realize the full potential that AgenTik AI brings to the enterprise. If you're interested in learning more, I hope that you'll connect with me on LinkedIn and take a look at my new blog series, AgenTik CX Playbook. Until then, have a great day.

As I work with more and more CX leaders who are just beginning their agentic AI journey, trust is very quickly becoming a topic of conversation and rightfully so. Trust in front of our customers, particularly in sales and service environments where humans have managed these workloads for decades. We're now moving into more of an autonomous era where in the past we've manually trained human agents, we've observed a small percentage of their calls, and oftentimes when we've gotten it wrong, we coach those agents in hopes to do better next time. Well, the agentic, more autonomous era, we still are training AI agents, but we can be very prescriptive in how those AI agents perform. We can simulate how those agents are going to perform in a test environment before releasing them to customers. We can then observe one hundred percent of the interactions rather than a small percentage. The right AI platform offers all of these capabilities that ultimately gives you insight into how customers are being treated, not only for customer experience, but also to drive the business outcomes that we're all responsible for. So it's important to really take into account how the platform, how technology either builds trust or destroys trust. There's so much more to say on this really important topic. So if you're interested, I hope you'll follow me on LinkedIn. And I've also got a relatively new blog series called the agentic CX playbook over the next few weeks. I'll go much deeper into detail to really unpack how do we execute in a way that really will build trust. So I look forward to having a future conversation and I hope to see you again here real soon.

As I posted last week, I'm on a mission to help CX leaders navigate the massive opportunity presented by Agintiq AI, particularly where AI touches the contact center. Everyone is talking about AI human collaboration right now. There's a lot of confusion around what exactly the human's role is in this agentic era. Almost daily, I'm still asked how to use AI to assist agents. That's the wrong question if you want to maximize the potential of AI in your contact center. I think the market is missing a much more important question. Who owns the customer interaction? Most AI solutions today work like this. The AI helps until it reaches its limit, then it transfers the customer to a human. At that moment, ownership shifts. The AI steps aside. The human takes over. That's not a new operating model. It's the same customer service model we've used for decades with AI added to the front of it. Now consider a different approach. The AI encounters uncertainty or a predetermined constraint, but instead of handing the customer to a human, it consults a human. The human provides guidance, validates a decision, or interprets a policy. Then the AI immediately continues serving the customer. The customer never changes owners. The AI remains accountable for delivering the experience from beginning to end. That distinction matters because when humans take ownership, you're scaling your workforce. When humans provide judgment while AI retains ownership, you're scaling your enterprise intelligence. So here's the question I believe every CX leader should ask their technology partners. When your AI needs help, does it transfer the customer or does it consult the human? Because those are two fundamentally different operating models. One scales your workforce, the other scales your intelligence. If you'd like to dive deeper into how enterprises are using AI as an entirely new operational framework rather than an efficiency feature, I hope you'll connect with me on LinkedIn. You can also follow my blog series, the Agentic CX Playbook, where I promise to share many best practices and lessons learned from real world AI deployments. Thanks for tuning in, and I'll catch you right back here next week.

Welcome back to the Mythbuster series. I appreciate you taking the time to check us out. One of the biggest myths I hear from customer experience leaders is this, agentic AI is going to replace my human agents. That's a myth. The organizations creating the most value with AI aren't eliminating humans. They're fundamentally changing how humans contribute. For decades, customer service has operated with humans doing the work while technology helped them do it a little faster. AgenTik AI flips that model. The AI becomes the primary service provider. Humans become its coaches. Think about it this way. When your AI encounters a complex policy question, an unusual customer situation, or a high risk decision, it doesn't simply fail or transfer the customer. It asks for guidance from a human expert. The human provides a decision in seconds. The AI completes the interaction. And most importantly, it learns from that guidance. That's not replacing people. That's amplifying their expertise across thousands or maybe tens of thousands of customer interactions. Instead of one agent helping one customer at a time, a single human can easily guide four, five, maybe six AI agents simultaneously. This improves customer and business outcomes while continuously making the AI smarter. That's the real promise of human in the loop collaboration. That's the power of having a team of human in the loop agents. The future of customer experience isn't AI versus humans. It's AI and humans operating as a single intelligent workforce where AI delivers speed and scale and humans provide judgment and governance and continuous learning. The winners won't be the companies with the fewest human agents. They'll be the ones that best combine autonomous AI with human expertise to deliver exceptional customer experiences at scale. If you like to dive deeper into how enterprises are using AI as an entirely new operational framework rather than an efficiency feature, I hope you'll connect with me on LinkedIn. You can also follow my blog series, the AgenTix CX Playbook, where I promise to share many best practices and lessons learned from real world AI deployments. Thanks for tuning in, I will catch you right back here next week.