Eye On A.I. #315 Jarrod Johnson: How Agentic AI Is Impacting Modern Customer Service
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Jan 21, 2026 Jarrod Johnson, Chief Customer Officer at TaskUs, discusses the transformative power of agentic AI in customer service. He reveals how this technology goes beyond chatbots to execute real actions and improve workflows. Jarrod shares insights on common deployment challenges, the importance of AI literacy among staff, and the future of customer interaction without clunky IVR menus. He also emphasizes the potential for significant cost savings and the need for ongoing compliance and maintenance in AI-driven systems.
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AI As Core Business Transformation
- TaskUs built a diversified digital services business combining chat, voice, trust & safety, and AI services.
- Jarrod Johnson says AI services are among the fastest-growing parts of their company.
Transform To AI-Human Hybrid Operations
- Do transform human-centric contact centers into AI-human hybrid operations to stay relevant.
- Jarrod Johnson warns firms must adopt AI or risk existential threat to traditional BPO models.
Agency Is The Leap Beyond Chatbots
- Agentic AI differs from chatbots because it can take actions, not just provide answers.
- Jarrod Johnson highlights locking a card as an example where agentic AI executes backend actions.