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The voice from Ukraine - for the whole world Zenko at the conference “AI/CX. Changing the Game”. We talk about the future of contact centers in the age of AI
Last week, the Zenko team partnered with the AI/CX: Game Changer conference, an event that brought together experts in customer experience, technology, and service automation.
For us, it was not just a conference — it was a place where ideas about how humanity and technology can work together are born.
Presentation by Bohdan Koshovyi, owner and CEO of Zenko BPO
Bohdan spoke on the topic ‘The Future of Ukrainian Contact Centres in the Age of AI.’
Key points of the presentation
- ‘AI is not a threat, but an ally. It does not replace humans, but enhances their capabilities.’
Bogdan talked about how technology is already helping to reduce response times, cut costs and increase customer satisfaction. But most importantly, he discussed the symbiosis of ‘human + AI,’ which is becoming the new standard of service.
- ‘We are human-centric.’
At Zenko, we consciously avoid the term ‘operator.’
An operator is a technical role, while an agent is something completely different.
An agent is a professional who combines AI tools with human empathy, understanding, and the ability to build relationships.
We form teams of Super Agents — people who become true ambassadors of the client’s brand.
And the work of real people will only gain value, because it is people who are the voice and soul of any brand.
The full report is available at the link.
At x2 speed, it takes up to 10 minutes of your time. (Although, to be honest, Bohdan speaks quickly anyway).
Zenko team participation
Zenko ВРО became a Partner of the event.
Our managers participated in all events of the conference: master classes, workshops and discussion panels.
They discussed trends, debated, and exchanged ideas. There was a feeling that we are all part of one big change.
Ukraine on the AI map
Interestingly, Ukraine ranks second in Europe in terms of the number of companies creating AI products.
We are proud that Zenko is part of this movement and that Ukrainian teams are shaping the standards of future service.
Want to talk about how AI can strengthen your team?
We don’t just connect agents, we help companies build effective, warm, and technological customer service.
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