The industry is witnessing a fundamental transition from conversational AI to agentic AI.
Jarrod Johnson, Chief Customer Officer at TaskUs, in an AI with Maribel Lopez podcast, outlined why 2026 is the year AI can stop being a digital FAQ and start being a digital employee. Agentic AI integrates directly into back-end systems to resolve outcomes, not just answer queries. But to unlock measurable ROI, Jarrod says businesses must first clean their data and redesign their workflows for autonomous agents.
By focusing on a hybrid model where AI handles the execution and humans handle the empathy, TaskUs is helping enterprises scale their CX without compromising brand integrity.
