Ian Jacobs

Ian Jacobs, VP and Lead Analyst at Opus Research, brings a wealth of expertise in customer service and conversational tech. He dives into how AI is reshaping contact centers, balancing efficiency with human empathy. Intriguingly, he discusses instances where non-empathetic AI might actually serve customers better. The conversation expands to explore the future of work, human happiness, and the challenges of regulating rapidly advancing AI technology. Discover the complexities of navigating AI's role in modern business and society.