The world of AI and automation is moving faster than ever, and few understand this rapid transformation better than Roy McLaughlin, SVP of Artificial Intelligence at IntouchCX. With a keen eye on emerging trends and a hands-on approach to innovation, Roy shares his insights on how automation is reshaping industries at an unprecedented pace. From early experimentation to AI-agent collaboration, he dives deep into the future of customer experience and what brands need to know to stay ahead.

Read on to explore Roy’s thoughts on how AI is amplifying human potential and the trends that will shape the BPO industry over the next five years.

Q:  What has been the most fascinating development in AI and automation over the past couple of years that you didn’t expect?

A: One of the most fascinating developments in the space of AI and automation, which I didn’t fully anticipate, is the exponential acceleration we’re witnessing. Historically, AI breakthroughs happened in intervals, with long stretches of incremental progress. But now, it’s like every morning brings a new paradigm shift. The pace has shifted from steady to almost frenetic—whether it’s groundbreaking research papers or jaw-dropping demos, every single day seems to deliver advancements that redefine what’s possible. The sheer speed of innovation right now is not just impressive—it’s transformational.

Q: Can you share IntouchCX’s automation road map and explain how it differs from other companies?

A: Our automation roadmap is built on a culture of proactive innovation rather than reactive adoption. While many large enterprises tend to wait for major players to officially roll out new technologies before engaging, we dive in at the very first hint of something promising. For example, I frequently track PapersWithCode.com, and the moment something catches my eye, I get it running, test its boundaries, and explore its full potential. This hands-on approach allows us to gain early insights into emerging technologies, well before they hit the mainstream. By the time others are starting to commercialize, we’ve already developed a deep understanding of what’s truly possible and are ahead of the curve in leveraging it. This agility and foresight set us apart from others.

Q: In five years, where do you see brands in their automation journey, particularly with their customer programs?

A: In five years, which is practically an eternity in the world of AI, the landscape for customer programs will be unrecognizable compared to today. I anticipate a major leap into AI-agent teaming, where human agents are augmented with near superhuman capabilities—instant access to any possible knowledgebase, fluency in multiple languages, and ability to upskill from a breadth of experience they couldn’t ever achieve alone. This collaboration will revolutionize how brands deliver customer experiences, making interactions faster, more personalized, deeply intuitive and more human. We’ll also see AI taking a more autonomous role in areas that are undesirable for humans to handle, benefitting both the CX consumers and the agents. The next five years will redefine what’s possible in CX.

Q: What is a common misconception about automation that you want to demystify?

A: One of the biggest misconceptions about automation and AI is the fear that it will replace humans entirely. That’s not the goal at all. What we’re really aiming for is to enhance human capabilities—to give our incredible people superpowers. The vision is to amplify what humans do best by equipping them with tools and knowledge they could only dream of before. We’re focused on maximizing the human elements of customer interactions—empathy, creativity, complex problem-solving—and automating the repetitive, simple tasks. The future of automation isn’t about removing the human touch; it’s about elevating it.

Q: What emerging AI and automation trends do you think will impact the BPO industry in the next five years?

A: Over the next 5 years, we’re going to see several transformative trends in AI and automation reshape the BPO industry.

1. Real-time agent assist technology is poised to make dramatic leaps forward, offering agents instant insights and support during live interactions. 

2. AI-driven coaching and training will revolutionize the way agents develop skills, providing tailored feedback and continuous learning at a scale we’ve never seen. 

3. Voicebots will handle routine inquiries seamlessly, freeing up human agents to focus on the more complex interactions—those that require intuition, empathy, and emotional intelligence. 

These trends will shift the role of agents from task executors to strategic problem-solvers, significantly elevating the overall customer experience.

Q: What are some of the most common challenges you see brands facing when implementing AI solutions in their contact centers?

A: One of the most common challenges I see when brands try to implement AI solutions in their contact centers is a lack of understanding around AI’s real-world limitations and capabilities. Often, companies get caught up in flashy demos that look impressive on the surface but are not truly AI-driven behind the scenes. There’s a gap between the excitement of what AI promises and the practicality of what it can deliver right now. Without a clear understanding of how AI should integrate into their specific operations, many brands either overestimate its capabilities or buy into solutions that don’t actually solve their core problems. Successful AI adoption requires more than just a good pitch—it needs a deep understanding of the technology and how it can be realistically applied to meet business goals.

Q: What are you most excited about right now?

A: Right now, I’m most excited about the potential of AI-augmented training, feedback, scoring, and coaching. This is going to be a game-changer, allowing staff to upskill at an unprecedented speed while dramatically improving both the quality of their work and the overall enjoyment of their roles. The ability to deliver personalized, real-time feedback, or AI simulated training scenarios, will not only boost performance but also empower teams in ways we’ve never seen before. The ripple effect of this on efficiency, job satisfaction, and customer experience is something I’m super eager to see unfold.

Ready to see how AI and automation can transform your CX? Learn more about IntouchCX’s innovative solutions and how we’re empowering brands to deliver smarter, more personalized customer experiences.