In this CX Today interview, Deputy Editor Rhys Fisher sits down with Mackenzie Ellis, Solutions Specialist at ComputerTalk, to unpack how AI is transforming the agent experience. Far from the old “robots replacing humans” narrative, Mackenzie shares real-world examples of AI acting as a co-pilot – from streamlining repetitive tasks to enabling smarter onboarding and personalized coaching.
AI in the contact center has gone from hype to hands-on — and the impact on agents is bigger than ever.
In this discussion, Ellis reveals how AI is becoming a trusted teammate, not a threat.
You’ll hear:
- From fear to partnership: Why AI is now seen as an “agent co-pilot” that handles triage, routine requests, and 24/7 coverage.
- Real-world workflows: How AI authenticates callers, preps agent desktops with context, and even coaches in real time.
- Smarter training: The rise of personalized onboarding, AI-powered simulations, and continuous coaching to boost retention.
- The future of agent experience: Dynamic dashboards, tailored learning, and AI that adapts to each agent’s strengths.
Whether you’re running a contact center or rethinking your AI strategy, you’ll come away with ideas to boost both efficiency and employee satisfaction.
