Blame Canada featuring Mike Aoki

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In South Park: Bigger, Longer & Uncut, Kyle’s mom, Sheila, makes Canada the scapegoat for the bad behavior of South Park’s children. But if Kyle’s mom were to find a scapegoat today, it would likely be Artificial Intelligence rather than America’s friendly neighbor to the north. It’s hard to go a single day without hearing about how AI will automate everything, including contact center jobs. One Canadian who’s not scapegoating the role of AI in the contact center is Mike Aoki. A survivor of the American-Canadian War (just kidding), he’s spent decades in the business and is optimistic about how contact centers will adapt and evolve as more AI is introduced. We discuss: • Opportunities for generative AI in the contact center • How the role of contact center agents will evolve • Impacts of the evolution of the agent role • The future of knowledgebases and other agent tools • How remote work impacts contact centers • One area where AI will drive up costs • Resources to keep up on the latest best practices in the industry Connect with Mike on LinkedIn – https://www.linkedin.com/in/mikeaoki/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/