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Welcome to AI with Shaily, hosted by Shailendra Kumar, your go-to source for the latest news and breakthroughs in artificial intelligence 🤖✨. In this episode, Shailendra shares an inspiring story about Armen Kirakosian, who spent years working in call centers, dealing with complicated phone menus, taking handwritten notes, and managing challenging customer interactions under pressure 📞📝. Armen’s journey highlights how AI has dramatically transformed customer service over the past decade.

Armen, now a global senior manager at TTEC, reflects on how AI has “taken the robot out of us” 🤖➡️❤️, meaning AI has removed the robotic, repetitive tasks from agents’ work. Thanks to AI, customer profiles pop up before the agent even says hello, and often the issue is already identified, making the experience smoother and more personal. The days of robotic scripts and long hold times are fading, allowing agents to focus on genuinely helping people.

This transformation isn’t just about convenience; it’s part of a global shift in contact centers where AI streamlines workflows, boosts productivity, and reduces frustration—especially the dreaded “zero out” option in phone menus that everyone hates 🚫0️⃣. However, experts like James Bednar from TTEC caution that not all tasks should be automated. Some situations require a human touch, suggesting a future where AI and humans work side-by-side—a hybrid approach that combines technology with empathy 🤝💡.

Shailendra poses an intriguing question: How would you feel knowing AI might already anticipate your problem before you even explain it? This fusion of technology and empathy is what makes customer service feel less like a chore and more like a meaningful conversation 🗣️💬.

As a bonus tip, Shailendra encourages listeners to identify repetitive tasks in their own work and explore AI tools to automate them, freeing up time for creativity and connection—just like Armen’s team is doing today ⏳✨.

The core message is clear: AI is not here to replace our humanity but to amplify it. Armen’s words, “AI has taken the robot out of us,” perfectly capture this idea.

For those interested in staying updated, Shailendra invites you to follow him on YouTube, Twitter, LinkedIn, and Medium for more AI stories and expert insights. Don’t forget to subscribe to AI with Shaily for your weekly dose of AI news and share your thoughts on how AI is transforming customer service—let’s start a conversation! 💬📲

Signing off with warmth and curiosity, Shailendra Kumar reminds us to embrace AI with an open mind and heart, making artificial intelligence feel a little more human every day 🌍❤️🤖.