In this episode of Eye on AI, Craig Smith sits down with Jarrod Johnson, Chief Customer Officer at TaskUs, to unpack how agentic AI is changing customer service from conversations to real action.
They explore what agentic AI actually is, why chatbots were only the first step, and how enterprises are deploying AI systems that resolve issues, execute tasks, and work alongside human teams at scale.
The conversation covers real-world use cases, the economics of AI-driven support, why many enterprise AI pilots fail, and how human roles evolve when AI takes on routine work.
A grounded look at where customer experience, enterprise AI, and the future of support are heading.
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(00:00) Jarrod Johnson and the Evolution of TaskUs
(03:58) Why AI Became Core to Customer Service
(06:07) Humans, AI, and the New Support Model
(07:16) What Agentic AI Actually Is
(11:38) TaskUs as an AI Systems Integrator
(14:59) How Agentic AI Resolves Customer Issues
(19:52) Workforce Impact and the Human Role
(23:26) Why Most Enterprise AI Pilots Fail
(30:32) Real Client Case Study: Healthcare Impact
(36:34) Why Customer Service Still Feels Broken
(38:49) The End of IVR Menus and Legacy Systems
(42:25) AI Safety, Compliance, and Governance
(49:38) Training Humans for AI and RLHF Work
(54:34) The Future of Agentic AI in Enterprise
