Customer service used to be seen as a cost center. Something to manage, streamlines and, if possible, outsource or automate. But what happens if AI completely shifts that story?
In this episode of Tech Talks Daily I sat down with Ryan Peterson, Chief Product Officer at Concentrix, to unpack how customer service is again conceived as an income board motor. With 430,000 advisers who call millions for brands in every large industry, Concentrix does not theoretize about the future. They build it.
Ryan shares how combining human empathy with AI efficiency faster resolutions, stronger loyalty and in some cases creates severe bottom-line results. An example saw the turnover of Upsell rise from $ 500,000 to $ 1.6 million per month, simply by supporting human agents with smart, context-conscious AI assistants.
We also talk about the evolution of the role of the agent. Far from replacing jobs, AI creates a new class specialists called Agent Engineers. These are people who are responsible for maintaining, optimizing and supervising AI systems that are now working with human teams. This shift is to open doors for deeper personalization, real -time translation and richer customer involvement about channels and regions.
Ryan also gives us a look behind the scenes of the award -winning IX of Concentrix … Low Platform, which was recently named Intelligent Personal Assistant of the Year. Support from more than 7,000 AI agents and offering robust security and integration options, the platform is designed for scale and resilience. It is not only dealing with simple frequently asked questions. From legal contract analysis to proactive service interventions, these AI agents transform how Enterprise support works.
We conclude with a future-oriented conversation about hyperpersonalization, ethical AI integration and the long-term role of trust in CX strategy. Ryan’s optimism is clear, but it is based on statistics, use cases and a deep understanding of what companies actually need to offer meaningful customer experiences.
If you are curious about what customer service looks like when AI and people work together effectively, or what is needed to go from complaints to controlling conversion, this is the conversation you want to hear.
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