In this conversation, we spoke with David Cushman, Executive Research Leader at HFS Research. Cushman has a long-term focus on emerging technology, tracking enablers from automation, artificial intelligence (AI), generative AI (Gen AI), data and design thinking, Web3 and metaverse, process orchestration, workflow, and intelligence to quantum computing.
Our conversation with Cushman was sparked by recent HFS Research announcement regarding a series of reports about the impact of generative AI on the U.S. economy. Consistent with the focus of this series, however, we primarily conversed about the impact of Gen AI in the contact center and among knowledge workers more generally – how the technology affects productivity and may help businesses unlock unexpected value.
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