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Session 406: AI Isn't Taking Your Job...Unless You Give Your Job Away

Thursday, April 11 at 10:15 AM

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Like it or not, AI is here to stay. New ways to use it are emerging daily, and dire predictions of massive job losses may have you very nervous about your future in the world of service and support. However, these "doomsday" scenarios don't fit with what is actually happening in businesses, however. Yes, AI-enhanced automation is replacing manual processes and performing repetitive tasks at a pace humans can't match; but business of all kinds have discovered that AI plus human intelligence is greater than either one alone.

In order to contribute to this partnership, however, you must be able to go beyond the routine. Human creativity in finding new ways to apply both artificial and human intelligence is the key to a rewarding and challenging future. In this session, we'll discover some of the ways AI is working alongside humans to produce better outcomes, and some of the skills needed to make yourself valuable into the future. Attendees will learn about:

  • The kinds of tasks automation handles very well
  • Why data and knowledge are key to the human-plus-AI future
  • Why innovative thinking is critical to your future
  • Lessons learned from over-automation

Roy Atkinson

Senior Writer/Analyst


Roy Atkinson is one of the top influencers in the service and support industry, with an international reputation. His expertise has been featured by The Economist, Social Media Today, Computerworld, and many others. His specialty is guiding organizations to better service and service management through the adoption of good practices. According to CIO Insight, he is a “model of the future digital leader.”