In an episode of the Eye on AI podcast with Craig Smith, Jarrod Johnson, Chief Customer Officer at TaskUs, talks about how customer service is moving away from phone menus and simple chatbots toward agentic AI systems that can act on their own.
He explains why many AI projects are stalling, and shares how TaskUs helps companies bridge the gap between testing a tool and seeing real-world results.
He reveals that the future of CX is a hybrid relationship and clears up the misperception that this new model replaces people. Instead, he says, it changes their jobs, freeing the workforce to handle more complex interactions and deliver with empathy.
