AI’s New Role: From Job Threat to Agent Co-Pilot

AI isn’t here to replace contact center agents — it’s here to help them thrive. In this exclusive CX Today interview, Deputy Editor Rhys Fisher speaks with Mackenzie Ellis, Solutions Specialist at ComputerTalk, about how artificial intelligence is transforming the agent experience. Far from the outdated “robots versus humans” debate, Ellis shares real-world examples of AI as a co-pilot: handling repetitive tasks, authenticating callers, and prepping desktops with the right context — all so a...