AI’s New Role: From Job Threat to Agent Co-Pilot

AI isn’t here to replace contact center agents — it’s here to help them thrive. In this exclusive CX Today interview, Deputy Editor Rhys Fisher speaks with Mackenzie Ellis, Solutions Specialist at ComputerTalk, about how artificial intelligence is transforming the agent experience.

Far from the outdated “robots versus humans” debate, Ellis shares real-world examples of AI as a co-pilot: handling repetitive tasks, authenticating callers, and prepping desktops with the right context — all so agents can focus on what they do best: human connection.

Key Takeaways:
🔴 From fear to partnership: AI as a trusted teammate, offering triage, routine support, and round-the-clock coverage
🔴 Real-world workflows: Smarter desktops, real-time coaching, and contextual guidance
🔴 Smarter training: Personalized onboarding, AI-powered simulations, and adaptive coaching
🔴 Future of agent experience: Tailored dashboards, learning pathways, and AI that flexes to each agent’s strengths