#59 - 8x8: Build AI That Backs Your Team

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Reimagining The Contact Center - with Marc Bernstein

Marc Bernstein

62 episodes

2 weeks ago

Reimagining the Contact Center is a warm and conversational podcast that digs into the new contact center economy and how technology, businesses, and the modern customer work together to build better lives for ourselves and our families.

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#59 - 8x8: Build AI That Backs Your Team

Reimagining The Contact Center - with Marc Bernstein

45 minutes 4 seconds

5 months ago

#59 - 8x8: Build AI That Backs Your Team

AI is everywhere—but are we using it wisely?

In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Sam Wilson, CEO of 8x8, to dissect the current wave of AI adoption in CCaaS and beyond.

Sam shares his perspective on balancing innovation with customer trust, integrating AI that actually works, and redefining what “good” looks like in the modern contact center.

Whether you're a tech-forward leader or a skeptic with scars from failed pilots, this episode will shift how you think about AI’s role in your operation.

Timestamps:

00:00 Introduction

01:00 Impact of AI on CCaaS

10:05 Contact Center Disruption

12:40 AI vs. Human Hallucinations

15:40 Agent Assist

20:50 Prioritizing AI Investments

30:07 Per Agent Use Cases

34:30 AI Outcomes

42:40 AI in 3 Years