In South Park: Bigger, Longer & Uncut, Kyle’s mom, Sheila, makes Canada the scapegoat for the bad behavior of South Park’s children. But if Kyle’s mom were to find a scapegoat today, it would likely be Artificial Intelligence rather than America’s friendly neighbor to the north. It’s hard to go a single day without hearing about how AI will automate everything, including contact center jobs. One Canadian who’s not scapegoating the role of AI in the contact center is Mike Aoki. A survivor of the American-Canadian War (just kidding), he’s spent decades in the business and is optimistic about how contact centers will adapt and evolve as more AI is introduced. We discuss: • Opportunities for generative AI in the contact center• How the role of contact center agents will evolve• Impacts of the evolution of the agent role• The future of knowledgebases and other agent tools• How remote work impacts contact centers• One area where AI will drive up costs• Resources to keep up on the latest best practices in the industryConnect with Mike on LinkedIn – https://www.linkedin.com/in/mikeaoki/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/--- Send in a voice message: https://podcasters.spotify.com/pod/show/next-in-queue/message