AI Won’t Replace Humans; Humans Will Replace Humans Who Don’t Use It, a conversation with Jenna Shanks

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The AI Adoption Podcast

Professor Ashley Braganza

27 episodes

3 days ago

The AI Adoption Podcast where cutting-edge artificial intelligence meets real-world relevance. The show offers an accessible, approachable take on some of the most complex topics in AI, making the effects of AI understandable and engaging for everyone, from curious beginners to tech-savvy professionals and business leaders. Each episode features in-depth conversations with leading AI policy makers, researchers, innovators, regulators, ethicists, and thought leaders. You will hear diverse voices, even sceptics, ensuring balanced and lively discussions, exploring the adoption of AI.

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AI Won’t Replace Humans; Humans Will Replace Humans Who Don’t Use It, a conversation with Jenna Shanks

The AI Adoption Podcast

33 minutes 1 second

1 month ago

AI Won’t Replace Humans; Humans Will Replace Humans Who Don’t Use It, a conversation with Jenna Shanks

In this episode of the AI Adoption Podcast, Jenna Shanks from NICE and I talk about the transformative impact of AI on customer experience and operational efficiency. She shares insights on how AI is being integrated across various industries, the cultural shifts required for successful adoption, and the importance of knowledge management. Jenna emphasises the need for organisations to embrace AI to remain competitive and highlights the skills necessary for individuals to thrive in an AI-driven world.

Listen to find out why Jenna says: “What worked in the past isn’t necessarily going to work in the future and organisations that fear change risk being overtaken by their competitors.”

Key Messages

• AI can enhance customer interactions and build loyalty.

• AI can significantly improve operational efficiency and accuracy.

• Cultural shifts are essential for successful AI adoption.

• Resistance to AI often stems from fear of job loss.

• AI will not replace humans but will replace those not using it.

• Management of knowledge essential for effective AI adoption.

• Organisations must start small and build credibility with AI.

• The future of work will involve new roles created by AI diffusion.

• Continuous learning and adaptability are key in the AI era.

Chapters

00:00 Introduction to Agentic AI and NICE

03:00 The Role of AI in Enhancing Customer Experience

06:01 AI Implementation Across Industries

08:48 Cultural Shifts in Organisations Due to AI

12:08 Addressing Resistance to AI Adoption

14:55 Strategic Changes in Business Models with AI

17:54 The Importance of Knowledge Management for AI