# The Future is AI First but Human Centered Featuring Sam Wilson

Page: https://stenobird.com/podcast/amazing-business-radio-46506/the-future-is-ai-first-but-human-centered-featuring-sam-wilson
Text version: https://stenobird.com/podcast/amazing-business-radio-46506/the-future-is-ai-first-but-human-centered-featuring-sam-wilson.md
Podcast: [Amazing Business Radio](https://stenobird.com/podcast/amazing-business-radio-46506)
Published: 2026-03-10T10:00:00+00:00
Episode link: https://traffic.megaphone.fm/CSN4999517380.mp3
Audio file: https://traffic.megaphone.fm/CSN4999517380.mp3
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JSON: https://stenobird.com/v1/public/podcasts/amazing-business-radio-46506/episodes/the-future-is-ai-first-but-human-centered-featuring-sam-wilson
Duration seconds: 1505

## Resource

Elevating Customer Support Teams with Smart AI Integration Shep interviews Sam Wilson, Chief Executive Officer of 8x8. He talks about the evolving role of AI in business communications and why customer experience professionals should be recognized as revenue generators rather than cost centers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What impact does self-service technology have on customer satisfaction? How can AI self-service and human support work together effectively? What drives customers to switch companies due to poor self-service? What makes customers more forgiving of mistakes by human agents than AI systems? Why should businesses view customer service as a revenue center rather than a cost center? Top Takeaways: Relying exclusively on self-service or automation is not enough. Customers should always have a way to speak to a real person when technology can’t meet their needs. AI-powered solutions work well for routine requests, but there must be a seamless failover to a human agent when things get complicated or the customer is dissatisfied. California has enacted a law requiring companies to offer a quick, clear option for customers to connect with a human representative if their self-service solutions, often powered by AI, don’t deliver satisfactory results. AI and automation in customer service are growing, reducing the volume of easy, repetitive cases handled by humans. More complex and sensitive issues are go to human agents and as a result, today’s customer support agents are required to handle more complex issues and provide a higher level of expertise and empathy, making them specialists rather than agents. The customer support department is a revenue center. Delivering consistently excellent exp…

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