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[PODCAST] How to Balance AI With the Need for Human Interaction w/ Stephen Fioretti

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Michael Rose Senior Director, Brand and Corporate Communications

Michael joined Five9 in August, 2017 overseeing corporate and brand communications. During his time with Five9, he has spearheaded a brand messaging refresh that centered on digital transformation, and strategically developed strong media and social media programs to elevate brand awareness for Five9.

“The machines are coming for our jobs!”

How many times have you heard someone say some version of this?

“We’re all going to be replaced with automation!” 

Or, “It’s just a matter of time before they give my job to a robot or a machine.” 

While it’s true that AI is developing rapidly, maybe, just maybe, our fears about the irrelevance of humanity are just a bit to premature? 

I recently got to sit down with Stephen Fioretti, VP of CX Strategic Alliances at Oracle, to talk about AI and the human side of the problem. 

There’s a city in the Western US that has utilized Amazon’s Alexa service for their constituents to report things like potholes or grafitti. 

Imagine being able to say, “Alexa, there’s graffiti at 2nd and Main,” and have someone come to clean it up. 

There’s no way AI can find that on it’s own. What does it need? A human. 

They thought, “If people can order a pizza through their Alexa, why couldn’t we use it as a platform for customer service?” 

Oh, and graffiti is no longer a problem in that city, or potholes for that matter...

So maybe we all just need to relax, and embrace AI for what it is. A tool to make our lives easier. 

Check out the full interview, here.

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Michael Rose Senior Director, Brand and Corporate Communications

Michael joined Five9 in August, 2017 overseeing corporate and brand communications. During his time with Five9, he has spearheaded a brand messaging refresh that centered on digital transformation, and strategically developed strong media and social media programs to elevate brand awareness for Five9.

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