Season 2 – Episode 41: What Do the Computers Think? In this episode, hosts James Lawther and Jimmy Barber discuss the impact of AI on contact centres and back-office jobs.  This follows a question from Rob, a member of the audience, who asked about the potential for AI to reduce contact centre jobs by a claimed 80-90% in the next year or two. The hosts share insights from a former guest, Alex Alexander's AI team, and James interviews Google's Gemini to discover if the AI themselves believe they will put us all out of a job. This is all balanced with a bit of real-world experience of tech transformations.  Check out the episode and see what they conclude - Are the robots taking … [Read more...]