Subvolts take Agentic AI is moving customer service beyond chatbots to solve problems and execute tasks with human teams. Jan 21, 2026 - Developers
- Learn how agentic AI systems are being integrated into enterprise workflows to handle complex customer service tasks.
- Business
- Understand the practical applications, economic benefits, and challenges of deploying agentic AI in customer support operations.
This is a solid interview with a Chief Customer Officer discussing practical, real-world applications of agentic AI in enterprise customer service.
#315 Jarrod Johnson: How Agentic AI Is Impacting Modern Customer Service
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From Subvolts
Summary and analysis by Subvolts editorial, AI-assisted.
This "Eye on AI" episode features Jarrod Johnson of TaskUs discussing how agentic AI is transforming customer service. They explore AI systems that move beyond chatbots to resolve issues and execute tasks, working alongside humans at scale. The conversation covers real-world applications, the economics of AI support, common pilot failures, and the evolving role of human workers.
Imagine AI that doesn't just answer questions but actually fixes problems and does tasks for you, like a helpful assistant. This episode explains how companies are using this advanced AI to improve customer service, making things work better for both customers and employees.
This episode offers a practical look at agentic AI's impact on customer service, moving beyond theoretical discussions to real-world enterprise deployment. It's for business leaders and customer experience professionals interested in AI's tangible benefits and challenges. The discussion on AI systems resolving issues and working with humans connects to ongoing developments at frontier labs like Google Gemini and Microsoft Copilot, which are heavily invested in enterprise AI solutions and agent capabilities.
- HostCraig S. Smith
- GuestJarrod JohnsonChief Customer Officer, TaskUs
- Guest: Jarrod Johnson, Chief Customer Officer at TaskUs
- Show: Eye on AI
- Episode Title: Jarrod Johnson: How Agentic AI Is Impacting Modern Customer Service
- Length: 58 minutes
- Topic: Agentic AI transforming customer service from conversations to real action.
- Key Discussion Points: AI systems resolving issues, executing tasks, working alongside human teams at scale, economics of AI-driven support, common pilot failures, human role evolutio
In this episode of Eye on AI, Craig Smith sits down with Jarrod Johnson, Chief Customer Officer at TaskUs, to unpack how agentic AI is changing customer service from conversations to real action.
They explore what agentic AI actually is, why chatbots were only the first step, and how enterprises are deploying AI systems that resolve issues, execute tasks, and work alongside human teams at scale.
The conversation covers real-world use cases, the economics of AI-driven support, why many enterprise AI pilots fail, and how human roles evolve when AI takes on routine work.
A grounded look at where customer experience, enterprise AI, and the future of support are heading.
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(00:00) Jarrod Johnson and the Evolution of TaskUs
(03:58) Why AI Became Core to Customer Service
(06:07) Humans, AI, and the New Support Model
(07:16) What Agentic AI Actually Is
(11:38) TaskUs as an AI Systems Integrator
(14:59) How Agentic AI Resolves Customer Issues
(19:52) Workforce Impact and the Human Role
(23:26) Why Most Enterprise AI Pilots Fail
(30:32) Real Client Case Study: Healthcare Impact
(36:34) Why Customer Service Still Feels Broken
(38:49) The End of IVR Menus and Legacy Systems
(42:25) AI Safety, Compliance, and Governance
(49:38) Training Humans for AI and RLHF Work
(54:34) The Future of Agentic AI in Enterprise
- Agentic AI
- Jarrod Johnson
- AI that can take action and solve problems, not just chat.
- IVR Menus
- Craig Smith
- Automated phone systems that ask you to press numbers or speak options.
- RLHF
- Craig Smith
- A method for training AI models using human feedback to improve their responses.
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WithAndrii Hrytseniuk
Questions people ask
- What is agentic AI?
- Agentic AI refers to AI systems that can move beyond simple conversations to resolve issues, execute tasks, and work alongside human teams at scale.
- Why do many enterprise AI pilots fail?
- The episode discusses common reasons why enterprise AI pilot projects do not succeed, offering insights into potential pitfalls.
Page generated Oct 19, 2026. Summaries are Subvolts' own; the audio, artwork and notes belong to Craig S. Smith.