Exploring Generational Preferences in Customer Support and the Future of AI

Think about your org chart. Now imagine it features both your current colleagues—humans, if you’re like most of us—and AI agents. That’s not science fiction; it’s happening. And it’s happening relatively quickly, according to McKinsey Senior Partner Jorge Amar. In this episode of The McKinsey Podcast, originally broadcast on McKinsey Talks Talent, Jorge joins McKinsey talent leaders Brooke Weddle and Bryan Hancock and Global Editorial Director Lucia Rahilly to talk about what these AI agents are, how they’re being used, and how leaders can prepare now for the workforce of the not-too-distant future.

Theme music composed, performed, and produced by Joy Ngiaw

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