# How AI and CX are changing hybrid workforce management

## Метаданные

- **Канал:** Talkdesk
- **YouTube:** https://www.youtube.com/watch?v=cJM1ok_Xr-8
- **Дата:** 12.05.2026
- **Длительность:** 2:34
- **Просмотры:** 18

## Описание

AI and Customer Experience (CX): Revolutionizing Hybrid Workforce Management

In today's rapidly evolving landscape, CX (CX) is undergoing a transformative shift. The integration of AI into workforce management is not just a trend; it's a game-changer. In this video, we explore how AI is reshaping the hybrid workforce by working alongside human agents, taking on tasks, and driving efficiency. Discover how Talkdesk CX Automation (CXA) is leading the charge with its AI-powered platform, empowering companies to optimize performance, scale operations, and deliver exceptional CX. 

With AI and CX at the forefront, businesses are not just adopting new technologies—they're redefining how work gets done. As AI becomes an integral part of the team, traditional KPIs are evolving, and the challenge is all about coordination and seamless integration. Join us as we delve into this exciting journey towards a more efficient and effective hybrid workforce, where AI and human agents collaborate for superior customer outcomes.

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Talkdesk is a global leader in generative AI-powered customer experience technology, serving enterprises of all sizes. Our mission is to eliminate bad customer experiences through our cloud-native, AI-driven CX platform. With specialized industry solutions and extensible AI offerings, Talkdesk empowers businesses to deliver exceptional customer experiences that enhance competitiveness, drive revenue growth, reduce costs, and improve operational efficiency. Our Industry Experience Clouds provide out-of-the-box workflows and integrations, accelerating value delivery faster than legacy solutions.

#AIRevolution #HybridWorkforce #CustomerExperience #TalkdeskCXA #AIIntegration #WorkforceManagement #DigitalTransformation #AIpowered #NextGenCX #Automation #CXInnovation #IntelligentAutomation #CustomerSatisfaction #ScalableSolutions #FutureOfWork #AIandHumans

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## Содержание

### [0:00](https://www.youtube.com/watch?v=cJM1ok_Xr-8) Segment 1 (00:00 - 02:00)

So we all know that customer experience is changing right not gradually but structurally. So what we are seeing across the market is that AI is no longer just supporting agents behind the scenes. It's becoming part of the works force itself. So today, humans, human agents and AI agents are working side by side. AI is no longer just a tool. It's actually performing work. It's handling conversations, resolving requests, taking action, and as a result, uh work is now um distributed differently, right? So humans focus on empathy, judgment and complex situations while AI handles execution, scale and speed. So the challenge that uh most organizations are facing now is no longer should we adopt AI. It's how do we actually coordinate this new workforce and once AI becomes part of the workforce everything starts to shift right like first the work rebalances the easier repetive repetitive tasks move to AI and the more complex interactions stay with humans and second your KPIs start to break uh traditional metrics don't tell uh the full story anymore because they don't account for AI impact on human performance. And third, risk moves way faster. Uh so AI operates at scale, which means issues can scale just as quickly without the right oversight. So if AI is part of the team, it has to be managed like it. And this is where uh we see a major shift happening. So workforce management is being rewritten. It's no longer just about managing people. Uh it's about operalizing a hybrid workforce where you continuously balance um where you are continuously balancing uh work between humans and AI optimizing performance across both and making decisions in real time.

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*Источник: https://ekstraktznaniy.ru/video/53215*