CX Files Johan Steyn - Could ChatGPT And AI Kill The Contact Center?
Johan Steyn is a Human-Centered Artificial Intelligence advocate and thought leader. He was recognised by Swiss Cognitive as one of the top 50 global voices on AI. He is a Research Fellow at the School of Data Science and Computational Thinking at Stellenbosch University and an Adjunct Professor at the School of Business at Woxsen University. Johan is based in Johannesburg, South Africa.
Mark Hillary talked to Johan about the sudden attention on generative Artificial Intelligence, such as ChatGPT, and what it could mean for the customer experience. Will contact centers be replaced? Will the remaining human agents become super agents? Is this finally the end of the FAQ?
Listen to Mark and Johan talk about AI, ChatGPT, and how these emerging technologies could reshape the customer experience.