Generative AI
Gen AI is enhancing customer experience through smarter automation, but it raises concerns about job displacement. Balancing tech adoption with workforce reskilling is key.
Mimi: Are our jobs at risk? Or are we on the cusp of a new era of augmented human potential? Welcome back to Infosys BPM podcast today, where we explore this fascinating intersection of technology and humanity.
Hello listeners, this is Mimi back with another exciting episode. Today, we are discussing about Gen AI and its impact on customer experience. A lot of folks have the fear of job loss due to Gen AI. Is this a real fear or is it unfounded? To talk about this, we have here with us, Isabel Bartholomeu, Sr. Lead – Client Operations at Infosys BPM. Welcome Isabel. How are you?
Isabel: Thanks for having me, Mimi. I’m doing great. You've hit on a critical point – fear of change is natural. When we look at technological revolutions throughout history, from the industrial revolution to the digital transformation, there's always been concern about job displacement.
Mimi: I agree. What makes this AI revolution different is its reach into knowledge work. Previous technological shifts primarily impacted manual labor, but GenAI is capable of handling tasks that required cognitive skills – writing content, analyzing data, even some decision-making processes. So, Isabel, are these concerns well-founded?
Isabel: The concern is valid, but the reality is more subtle than that. Our research shows that AI is creating a shift in jobs rather than wholesale replacement. In customer experience specifically, we're seeing that AI handles routine inquiries, which frees human agents to focus on complex problem-solving and emotional connection – areas where humans still far outperform AI.
According to a Gartner study, 80% of customer service representatives who've integrated AI tools into their workflow report higher job satisfaction. They're spending less time on repetitive tasks and more time on meaningful customer interactions that require empathy and creativity.
Mimi: That's fascinating. So rather than replacement, we're looking at human-AI collaboration?
Isabel: Precisely. The term we use at Infosys BPM is "AI-first" – where AI handles the routine and repetitive tasks, allowing humans to focus on high-value work. Our implementation of GenAI in customer service environments has resulted in an increase in first-call resolution rates while simultaneously increasing agent satisfaction scores.
Mimi: That’s very promising. Let's explore how this is playing out across different industries. What are you seeing on the ground?
Isabel: Good question Mimi. In financial services, AI is transforming the customer journey by automating document processing and routine inquiries. This shift doesn't eliminate the need for financial advisors – it enhances their capabilities. They can now serve more clients with greater personalization.
In healthcare, we've seen AI handling appointment scheduling and basic triage, while clinical staff focus on patient care. Again, not replacement but enhancement. The technology allows healthcare providers to spend more quality time with patients by reducing administrative burdens.
Retail is perhaps one of the most exciting spaces. AI-powered virtual shopping assistants are handling basic product questions and recommendations, while human associates are becoming more like personalized shopping consultants. The human touch remains essential for building trust and loyalty, but AI helps scale personalization to levels previously impossible.
What's particularly interesting is that organizations implementing AI effectively aren't reducing headcount – they're reallocating human talent to higher-value activities and often expanding their customer service capabilities. We're seeing a transition where contact centers evolve from cost centers to revenue generators through more meaningful customer engagement.
Mimi: That's a powerful shift in perspective. Are there skills that will become more valuable in this new landscape?
Santosh: Absolutely. Emotional intelligence, critical thinking, creativity, and complex problem-solving are becoming premium skills. AI can process information, but humans provide context, nuance, and ethical judgment. At Infosys BPM, we're investing heavily in upskilling programs that help our team members develop these distinctly human capabilities.
First, embrace a learning mindset. The people who will thrive are those willing to continuously adapt and learn. Second, focus on developing skills that complement AI rather than compete with it. And third, look for opportunities to be part of designing and implementing AI systems – understanding how to work alongside these technologies is becoming essential.
Organizations need to take a human-centered approach to AI implementation. This means involving frontline employees in the process, being transparent about changes, and investing in reskilling programs. At Infosys BPM, we ensure technology enhances rather than replaces human capabilities.
Mimi: As we look to the future, what developments should we anticipate in this space?
Isabel: We're moving toward what we call "agentic AI" systems that can take more autonomous actions on behalf of businesses while still maintaining appropriate human oversight. This will further transform customer experience roles, with humans focusing more on exception handling, relationship building, and strategic thinking.
I believe we'll see the emergence of entirely new job categories. Just as social media created roles like "social media manager" that didn't exist before, AI is creating needs for human-AI collaboration specialists. The landscape is evolving rather than shrinking.
I'd encourage everyone to get curious rather than fearful. Explore how these technologies work, think about how they could help you do your job better, and focus on developing the uniquely human skills that complement AI capabilities. The future belongs to those who can collaborate effectively with technology rather than compete against it.
Mimi: Great perspectives on how AI impacts our work environment, Isabel. I want to thank you for sharing your insights with us.
Isabel: It’s a pleasure Mimi.
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