The future of customer service work: How AI agents change the workforce
Preparing CX teams for evolving roles, skills and new ways of working
Explore how AI agents are reshaping customer service roles and skills, and what this means for workforce planning, staffing and reskilling.
AI agents are changing more than how customer service gets done. They're changing who does what, which skills matter, and how CX teams will work in the future.
As AI takes on more routine customer interactions, the role of the human workforce is evolving. Customer service teams will increasingly move beyond reactive issue handling towards AI supervision, service design, exception management, quality optimisation and workforce orchestration.
In this fireside chat, we'll explore what this shift means for CX leaders and how organisations can prepare for a future where AI and people work together. We'll discuss how roles are likely to evolve, where new skills will be needed, and what leaders should consider as they rethink workforce strategy, reskilling and staffing models.
Attendees will learn
- How AI agents are reshaping customer service roles and responsibilities
- Which roles and skills are likely to evolve or emerge
- What AI-driven workforce changes mean for staffing, reskilling and workforce planning
Speaker
Vinay Chandrashekarpur
Director, AI, APAC
NiCE
Vinay Chandrashekarpur is a business and growth leader with over 25 years of international experience helping organizations navigate transformation, accelerate growth, and enhance customer engagement across Asia Pacific and global markets. As the leader for AI Sales across Asia and the Middle East at NiCE, he works with enterprises to shape strategies that maximize the value of AI, automation, and customer experience investments.
Combining expertise in business transformation, customer experience, and enterprise sales leadership, Vinay has advised organizations across financial services, telecommunications, logistics, aviation, government, manufacturing, and retail on large-scale strategic initiatives. He is passionate about helping leaders translate innovation into tangible business outcomes, fostering strong partnerships, and building high-performing teams that thrive in an increasingly AI-enabled world.
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