Gadi Shamia, CEO at Replicant, discusses the future of bots for contact center automation to improve customer service

Episode description

Gadi Shamia, Replicant CEO and co-founder, has been delivering innovation to help customers have better service experiences for more than a decade. He helped grow and sell Echosign to Adobe for $400M in 2011 then went on to lead Talkdesk which most recently raised $230M at a $10B valuation. Gadi's a serial entrepreneur and a deep thinker who believes in the power of AI to make people better. 

Listen and learn:

1. Why we hate calling customer support... and how AI is making the experience better
2. Why automation beyond IVR is saving contact centers
3. What happens when AI makes bad decisions
4. When it's ok to "nudge" users to work with the bot... even when they ask for a human
5. The ethical implicatio ns of bots pretending to be human 
6. What new careers  will be created when call center agents are replaced by bots

References in this episode:

• Replicant on Twitter
• The Replicant blog
• The Open Ethics AI initiative
• Krishna Gade from Fiddler on AI and The Future of Work
• John Oliver's riff on automation