CX Team: Is AI going to take my job?

If you work in customer experience, chances are you've asked yourself this question at least once.

With the rise of AI and self-service agents becoming a bigger part of how businesses work, it’s easy to wonder what that means for the people behind customer support.

We asked two members of our CX team, Emmanuel and Jennifer Damian, what they think.

From Emmanuel and Jennifer's Desk: AI should take the repetitive work, not the human out of CX.

For Emmanuel, the conversation around AI and customer experience is less about replacement and more about making room for better work.

“I don't think AI is here to take customer service jobs. I think it's here to take away repetitive work so customer experience professionals can focus on what humans do best, empathy & connection.”

— Emmanuel

AI can take on repetitive tasks like drafting responses, processing information and helping teams work faster. But CX isn't only about answering questions. It's also about solving complex problems, building trust, showing empathy and creating experiences that make people feel genuinely supported.

And we're seeing that desire for human connection show up beyond customer experience too. The Tix Index found that people are increasingly seeking out experiences that bring them together, pointing to a growing appetite for connection and shared experiences in Nigeria's experience industry.

If people are choosing to step away from screens and spend time offline, it's often because they're looking for something technology can't fully replicate: human connection.

That's where the role of technology becomes interesting. The goal isn't to remove the human from the experience, but to make it easier for people to do more of what makes an experience feel human.

For Emmanuel, the future isn't about choosing between people and technology. It's about giving people better technology to work with, so they have more time and capacity to focus on the human side of the job.