Coming to you LIVE from Orlando, FL! We've got a special episode of the show coming to you live from Vistio's booth (#805) at the ICMI Contact Center Expo! This time around we're turning the tables and show veteran Stacy Sherman has Rob Connelly in the hot seat on the topic of human-first AI. What does that entail? You'll have to tune in to find out!

[ 3:22 - 4:39 ] Human-first AI is an implementation or use of AI that does not detract from the quality of life of the humans involved, rather, it takes tasks that aren’t ideal for humans, that don’t offer value to humans and gives them to AI to do instead.

[ 10:02 - 12:24 ] Wondering how to pick a software vendor? Make sure that your software vendor’s vision is aligned with your own. The software vendors’ actual business goals in the long run will be facilitated by evaluating more longer term value that they bring to their customers through the problems that they solve with their software and the way that they solve it. 

[ 62:21 - 20:54 ] Speaking to the fear people are facing of losing jobs, let’s break down several layers of resistance. Agents are afraid of losing their jobs. People are concerned with AI in general. 

[ 22:05 - 22:45 ]  We as humans need to feel connections in our work. We can’t just clock in and clock out. The quality of our work will decline. If brands are not creating for their agents a genuinely safe place to find human connection, agents will leave and go find it somewhere else. 

[ 25:04  - 26:36 ] We are all a little bit tired of the AI conversation. Many of us feel pressured to find an AI solution. At the end of the day any implementation needs comes down to understanding the opportunities and the problems of the contact center. 

As always, thanks for tuning in! To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.