AI's Impact on the Workforce: What's Happening?

Artificial Intelligence has been a buzzworthy topic for years, particularly since the World Economic Forum warned that generative AI could lead to massive job displacement. But what does it really mean for companies as they start integrating this technology?

Inside bolttech's AI Journey

At the recent AWS Summit Singapore 2025, we caught up with bolttech, an insurtech startup enhancing its call center platform with generative AI. CEO Philip Weiner revealed that their aim in adopting AI is to scale operations effectively. Founded in 2020, the company has already skyrocketed in value, now estimated at over $1.6 billion.

Transforming Customer Experience: The Core Use Case

For bolttech, enhancing customer experience is the primary focus of their AI implementation. The company specializes in insurance for mobile devices and uses both voice and chat support. Weiner emphasized, "Customer experience is something that we measure very, very closely on a daily basis. Whether it's the AI assisting a customer or a human agent, delivering a stellar customer experience is our top priority."

Technical metrics, like response latency, also play a crucial role in the overall customer journey. Weiner noted that the results from their AI integration have been promising, with AI now responding quicker and more accurately compared to human agents.

The Future of Human Customer Service Agents

Despite integrating AI, bolttech isn't planning to eliminate its human customer service agents. Instead, the nature of their work is evolving. Weiner explained, "Human agents are now tasked with more complex, individualized scenarios that require critical thinking and empathy, rather than just following a script."

David Lynch, bolttech's CTO, elaborated that when a human agent steps in, it's often to resolve intricate problems that AI has previously assessed—making human judgment and empathy invaluable. This shift is triggering a redefinition of skill sets within the company.

The Road Ahead: Could EQ Be the Next Big Hire?

In a surprisingly forward-thinking remark, Lynch hinted at the potential hire of a Chief EQ Officer to complement the AI-driven changes. As customer experience becomes even more paramount, having someone focused on emotional intelligence and adaptability may just be the next move for bolttech.

As companies like bolttech embrace AI, we're witnessing an evolution in customer service that could redefine how businesses operate. Could this be the future blueprint for success?