Author: Gleb Tsipursky
Gleb Tsipursky
Dr. Gleb Tsipursky, called the “Office Whisperer” by The New York Times, helps tech-forward leaders stop overpaying for AI while boosting engagement and innovation. He serves as the CEO of the future-of-work consultancy Disaster Avoidance Experts.
Contact centres have traditionally trained people on the easy cases first. A new employee learns systems, product rules, tone, and escalation by handling routine interactions before taking on angry customers, complex exceptions, or high-stakes complaints. Agentic AI reverses that training sequence because the easiest cases are the first to disappear. CXFOCUS’s coverage of agentic AI and contact-centre orchestration shows the sector moving toward more autonomous handling of customer interactions. Australia’s AI and employment report provides a measured national view: broad disruption is not yet evident, but more exposed work can grow more slowly. The Stanford Digital Economy Lab’s August update found that employment for workers…
Australian customer-service teams are racing toward agentic AI, but speed is becoming the easy part. The harder question is what happens when an automated system cannot resolve a problem, loses context or makes a customer repeat the story from the beginning. CXFOCUS’s recent coverage of agentic AI in Australian contact centres captures the shift from simple chatbots toward systems that can act across workflows. Its July examination of AI ROI and customer empathy also points to the real constraint: the friction is increasingly human and operational, not merely technical. As autonomy grows, the customer’s escape route matters as much as the model’s capability.…