Let the robots have those jobs--the evolving AI-agent relationship - Zendesk

The warnings say robots are coming for our jobs, but it's more accurate to say they--AI-supported automation, that is--are taking over tasks that should be automated anyway. Taking the rote functions out of a customer service agent's job is the perfect way to leverage AI, but support roles must evolve parallel with the technology. This is where becoming a knowledge-centered organization comes into play: Turning agents' collective people power into collective knowledge-gathering and deployment helps your entire business run, and scale, faster and more efficiently. We learned a similar lesson from the banking industry after ATMs became popular. The technology was a huge hit, and in parallel, the teller role evolved.