Chang Chang — Senior Director and Head of Product for Webex CX, Webex
Published:
Human supervision remains non-negotiable, as the accountability of these autonomous AI agents ultimately still lies with the brand.
What does Chang Chang say on The Agile Brand podcast?
Chang Chang, Senior Director and Head of Product for Webex CX, Webex, says: Chang Chang, Senior Director and Head of Product for Webex CX, reframes where autonomous AI belongs in contact centers: at the front door as an AI Concierge that handles intent recognition, routine fulfillment, and data orchestration while brands retain accountability and human oversight. He argues measurement should shift from deflection to resolution quality, customer effort, and sentiment, and that AI raises the value of human agents who must be trained to provide high-empathy, complex-service work alongside AI.
From: The Agile Brand podcast
Cite as: Chang Chang. (2026). On The Agile Brand podcast. Retrieved from https://research.agilebrandguide.com/insights/chang-chang-human-supervision-remains-non-negotiable-as-the-accountabil