Gadi Shamia, Replicant CEO and co-founder, has been delivering innovation to help customers have better service experiences for more than a decade. He helped grow and sell Echosign to Adobe for $400M in 2011 then went on to lead Talkdesk which most recently raised $230M at a $10B valuation. Gadi's a serial entrepreneur and a deep thinker who believes in the power of AI to make people better. Listen and learn:Why we hate calling customer support... and how AI is making the experience betterWhy automation beyond IVR is saving contact centersWhat happens when AI makes bad decisionsWhen it's ok to "nudge" users to work with the bot... even when they ask for a humanThe ethical implicatio ns of bots pretending to be human What new careers  will be created when call center agents are replaced by botsReferences in this episode:Replicant on TwitterThe Replicant blogThe Open Ethics AI initiativeKrishna Gade from Fiddler on AI and The Future of WorkJohn Oliver's riff on automation