Most people are still a little afraid of AI
A social housing leader explains why many people fear AI, and why the goal is a helper that works with teams and for them while keeping the humanity.
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About this session
In this short from the Contact Centre and Customer Services Summit, Alexander Charteris shares a candid view of AI from the social housing sector. Many people are still afraid of AI or think it is something it is not, and an AI tool does not have to be a large language model; it could be a process agent or something similar.
What he wants is a tool that works with his existing team. He is focused on keeping the humanity in social housing work while adding a helper that works with the team and for it. The clip is designed for CX and contact center leaders thinking about how to introduce AI without losing the human element.
Key takeaways
What comes out of it
Fear is common. Many people misunderstand what AI is.
AI is more than LLMs. A process agent can be just as useful.
Keep the humanity. Social housing work stays people-first.
A helper, not a replacement. AI should work with teams and for them.
TranscriptRead the full session
Alexander Charteris 00:00:00.00 It's a funny one, AI. I think a lot of people are kind of going to be afraid of it or they can think that it is something that it maybe isn't. And an AI tool can be a number of things. It doesn't necessarily need to be a large language model. It could be a process agent or something like that. And I think for me at the moment, I'm looking for something that works with the people that I've got. So I am very much looking to keep the humanity in the social housing work that we do, but add essentially a helper. Someone that works with us, but also for us very much.
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