VUX World AI, empathy, and the future of work with Ian Jacobs, Opus Research
Sep 19, 2025
Ian Jacobs, VP and Lead Analyst at Opus Research, brings a wealth of expertise in customer service and conversational tech. He dives into how AI is reshaping contact centers, balancing efficiency with human empathy. Intriguingly, he discusses instances where non-empathetic AI might actually serve customers better. The conversation expands to explore the future of work, human happiness, and the challenges of regulating rapidly advancing AI technology. Discover the complexities of navigating AI's role in modern business and society.
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Verticals Adopt AI Differently
- AI adoption varies by vertical: regulated and conservative industries use LLMs as conversational fronts but lock down fulfillment.
- Forward-looking brands go deep on narrow use cases rather than broad shallow deployments.
AI Starts With Low-Value Tasks
- Contact centers replace L1 tasks first: WISMO, password resets, appointment scheduling are early AI targets.
- Creative or deeply empathetic tasks remain human-dominated for several years.
BPOs Need New Human Roles
- BPOs must reimagine roles as AI reduces human-handled interactions from ~80% to much less.
- New human work includes AI coaching, labeling, and fixing gaps AI can't fill.
