Will Robots Replace Humans? – CX Minute Episode 4

Will Robots Replace Humans? - CX Minute Episode 4

Will Robots Replace Humans? - CX Minute Episode 4

Arnaud de Lacoste, Chief Marketing & Innovations Officer at Sitel Group, talks about the concept of Artificial Intelligence and whether robots will replace humans.

 

Video Transcription:

When we talk about Artificial Intelligence, the first question we have to ask ourselves is “What is AI?” Right now in the marketplace, Artificial Intelligence is kind of a buzzword, which makes most people think of Terminator, and the fantasy stuff they have seen in Hollywood movies. The concept of AI is a machine, built to help humans in their day-to-day lives and work. So, the next question we should ask is “Can AI replace a human, and is this the end of the human being?” I think AI can only do part of the job of the agent – it cannot replace everything. If you think about the customers, what they really want when they contact a brand is an efficient solution. However, they expect the solution to be delivered in a human-centric manner; they want to be treated with understanding and empathy. Right now, only a human can do that. So, I truly believe that we are in the age of collaboration between humans and machines, rather than competition.

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