Gadi Shamia, CEO at Replicant, discusses the future of bots for contact center automation to improve customer service
AI and the Future of Work: Artificial Intelligence in the Workplace, Business, Ethics, HR, and IT for AI Enthusiasts, Leaders · Gadi Shamia
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Show Notes
Gadi Shamia, Replicant CEO and co-founder, has been delivering innovation to help customers have better service experiences for more than a decade. He helped grow and sell Echosign to Adobe for $400M in 2011 then went on to lead Talkdesk which most recently raised $230M at a $10B valuation. Gadi's a serial entrepreneur and a deep thinker who believes in the power of AI to make people better.
Listen and learn:
- Why we hate calling customer support... and how AI is making the experience better
- Why automation beyond IVR is saving contact centers
- What happens when AI makes bad decisions
- When it's ok to "nudge" users to work with the bot... even when they ask for a human
- The ethical implicatio ns of bots pretending to be human
- What new careers will be created when call center agents are replaced by bots
References in this episode: