The Agentic Era: Are We Just Automating Chaos?

Watch: Diabolocom’s Jerod Greenisen on Fixing the System Before You Automate It

Host Rhys Fisher, Associate Editor at CX Today, sits down with Jerod Greenisen, Marketing Lead at Diabolocom, to ask one of the most uncomfortable questions in the contact center space right now:

Are we racing to automate operations that were already broken?

Backed by fresh research from Diabolocom and CCW Digital, Jerod cuts through the agentic hype with data, honesty, and a kitchen analogy you won’t forget.

If you lead a contact center team and you’re feeling the pressure to “just add AI,” this is the conversation you need to watch first.

In This Episode

The False Choice Why the market is pushing two extremes — automate everything, or do nothing — and why neither reflects what leaders are actually doing on the ground.

The Empathy Problem 74% of agents are required to navigate multiple screens in a single live interaction. Jerod explains how fragmented systems aren’t just an IT headache — they’re actively killing the empathy that makes human agents worth keeping.

The Kitchen Analogy A vivid way to understand why bolting AI onto a broken tech stack doesn’t fix the problem — it just adds another kitchen for your agents to run between.

The Super Operator Diabolocom’s vision for the future agent: someone who works alongside agentic AI as an orchestrator and customer advocate — not a human router copying data between legacy systems.

The Status Symbol Why, in a world saturated by identical AI agents, a live human conversation will become the ultimate brand differentiator for the world’s top companies.

Who This Is For

Contact center leaders, CX strategists, and anyone evaluating AI vendors promising to “handle it all” — before the tech stack underneath is ready for it.

Ready to Watch?

Watch the full episode now:

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