Bates: Hybrid AI-human workforces will persist for a very long time
Tony Bates · Is The Future Customer Experience AI Talking To AI? — With Tony Bates · Sep 11, 2026 · at 26:34
Tony Bates, CEO of Genesys, rejects the idea that AI agents will completely replace human customer service workers.
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“I really see this idea of a hybrid workforce where you're upskilling your workforce will exist I mean, it depends on our time frame, but for a very, very long time.”
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