As AI moves beyond hype and into everyday operations, many organizations are asking harder questions about impact, trust, and return on investment. Three years on from ChatGPT’s breakout moment, leaders are no longer experimenting for novelty’s sake. They want to know where AI genuinely improves outcomes for employees and customers, and where it risks getting in the way.

In this episode of the AI at Work Podcast, I sit down with John Finch, Head of Product Marketing at RingCentral, to unpack how AI is changing customer interactions before, during, and after the call. We explore how tools like AI receptionists and real time agent assistance are helping businesses avoid missed calls, reduce friction, and support frontline teams without turning conversations into scripted or robotic exchanges.

John shares RingCentral’s perspective on why voice remains one of the richest and most strategic data sources inside modern organizations. We discuss how insights drawn from real conversations are shaping smarter routing, coaching, and workforce planning, and why sectors like healthcare and financial services are leaning into AI faster than others. At the same time, we address the common mistakes companies make when they bolt AI onto fragmented systems rather than embedding it into a unified platform.

Looking ahead to 2026, this conversation also reflects on what AI done well really looks like in the workplace. Not as a replacement for people, but as a way to remove pressure, improve performance, and create better experiences for everyone involved. As AI becomes more natural, conversational, and embedded into daily workflows, the line between digital and human support continues to blur.

So as AI becomes part of the fabric of customer operations, how are you balancing automation with empathy, and what lessons from your own organization would you share with others navigating this shift?

What happens when a field races forward faster than society can understand it, let alone shape it? And how do we balance the promise of superintelligence with the responsibility to ensure it reflects the values of the people it will eventually serve? In this episode of AI at Work, I sit down with Dr Craig Kaplan, a pioneer who has been building intelligent systems since the 1980s and one of the few voices urging a deliberate and safer path toward AGI. Craig brings decades of perspective to a debate often dominated by short-term thinking, sharing why speed without design can become a trap and why the next breakthroughs must be grounded in intention rather than chance.

Throughout our conversation, Craig explains why current alignment methods often rely on narrow viewpoints, which creates both ethical and technical blind spots. He shares his belief that the values guiding future intelligence should come from millions of people across cultures rather than a handful of researchers writing a constitution behind closed doors. Drawing on his work at Predict Wall Street, he illustrates how collective intelligence can outperform experts, why diverse viewpoints matter, and how these lessons shape the architecture he believes is needed for safe AGI and the superintelligent systems that follow. His clarity on the difference between tools and entities, and how quickly AI is shifting into the latter category, offers a grounding moment for anyone trying to navigate what comes next.

This episode moves beyond fear and hype. Craig talks openly about risk, but he also brings optimism about the potential for systems that are safer, faster to build, less costly, and more reflective of humanity. For leaders wondering how to prepare their organisations, he shares what signals to watch, why transparency and design matter, and how a more democratic approach to intelligence could shift the odds of a better outcome. If you want a clear, thoughtful look at the road ahead for AGI, superintelligence, and the role humans still play in shaping both, you will find a lot to chew on here.

Listeners wanting to learn more can explore superintelligence.com, where Craig and the iQ Company team share research, videos, papers, and ways to get involved. What part of this conversation sparks your own questions about the future we are building together?

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I sit down with Toby Hough, Vice President of People and Culture at HiBob, for a grounded and human conversation about how AI is reshaping the world of work, not by replacing people but by amplifying them. As an HR leader inside a company that builds HR technology, Toby brings a rare perspective on what it really means to balance efficiency with empathy in an AI-driven workplace.

We talk about the fear that still surrounds AI in many organisations and how leaders can help shift that mindset from anxiety to opportunity. Toby explains why HiBob is taking a “more with more” approach, using AI tools to empower employees rather than reduce headcount. From custom-built AI coaches that guide managers through feedback conversations to an internal platform with dozens of homegrown AI tools, he shares how democratising AI access can transform both productivity and trust.

Toby also explores how leaders can measure success in this new era, moving beyond cost savings to focus on adoption, engagement, and well-being. He highlights the delicate balance between automation and human connection, showing how HiBob invests equally in AI enablement and in-person leadership development. As we look ahead, Toby reflects on the evolving skills required to lead both humans and AI agents, and how the next generation of leaders will need to master curiosity, adaptability, and collaboration across both worlds.

Listen in for an honest discussion about the cultural, emotional, and practical realities of integrating AI at work, and why,

• Toby’s LinkedIn
• HiBob website
• In Good Company website

Sponsored by NordLayer:

Get the exclusive Black Friday offer: 28% off NordLayer yearly plans with the coupon code: techdaily-28. Valid until December 10th, 2025. Try it risk-free with a 14-day money-back guarantee.