CX Today AI’s New Role: From Job Threat to Agent Co-Pilot
6 snips
Oct 28, 2025 
Mackenzie Ellis, a Solutions Specialist at ComputerTalk, dives into the transformative role of AI in contact centers. She reveals how AI acts as a supportive co-pilot for agents, managing repetitive tasks and enhancing workflows. From real-time coaching to personalized onboarding, AI is reshaping agent experiences. Ellis discusses the importance of trust and transparency among agents, showcasing how AI reduces burnout and boosts efficiency. Together, they explore the future, where tailored dashboards and adaptive coaching elevate the human connection.
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AI As A Co-Pilot Not A Replacement
- AI is acting as a co-pilot that supports agents rather than replacing them.
- It handles repetitive triage and off-hours tasks so agents focus on human connection.
Call Flow Example With Bot Pre-Triage
- Ellis describes a call flow where a bot authenticates the caller and either resolves issues or packages context for the agent.
- The agent receives summaries, history, and suggested responses to speed resolution.
Real-Time Support And Post-Call Insights
- AI supports agents during calls with real-time suggestions, sentiment detection, and knowledge links.
- Post-call, it automates note-taking and extracts insights for business decisions.