AI, empathy, and the future of work with Ian Jacobs, Opus Research

What happens when one of the world’s leading analysts on customer
service and conversational technologies sits down to unpack the
future of AI?


We explore the profound implications of AI adoption with Ian
Jacobs, VP, Lead Analyst at Opus Research. We discuss how AI is
transforming contact centres and customer service operations,
from agent augmentation to process automation. 


Ian shares insights on how businesses are navigating the balance
between AI efficiency and human empathy, including the
fascinating concept of when non-empathetic AI might actually be
the more empathetic choice for customers in certain scenarios.


Along the way, the conversation zooms out into deeper territory,
touching on human happiness, the future of work, and whether
regulation can ever keep pace with innovation.



Show notes




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