Spoiler alert: AI is probably not going to take your job, but we will need to have an honest conversation about pitfalls and opportunities facing agents, digital leaders and back-office staff. This session explores the real impact of AI on the contact centre industry, debunking myths, and highlighting the ways human skills remain irreplaceable. Through relatable examples and 8x8 customer case studies, we'll examine how technology can augment roles rather than replace them—handling repetitive tasks, providing deeper insights, and allowing agents to proactively focus on complex, high-touch interactions.