Person
1 episodes · 17 quoted claims
Chris Caldwell says legacy enterprises' end-of-day clearing and system downtime windows are too small to process the transaction volume generated by agentic AI.
“some of the legacy enterprises that we deal with, where machine speed breaks down, is that they're not used to handling the number of transactions.”
Chris Caldwell illustrates that a manager who normally approves 100 to 300 claims a day could face 5,000 once agentic AI is used.
“Now that manager normally approves maybe a hundred, 200, 300 claims a day, and suddenly he's now needing to look at 5,000.”
Concentrix uses agentic collection bots alongside separate bots that check those bots' compliance with a financial institution's requirements.
“we have so sort of collection agentic bots that are out there that kind of go and do things. And then we have other bots that check that they're compliant”
Chris Caldwell says OpenClaw was a turning point for awareness of agentic AI at the beginning of 2026.
“I think OpenClaw was really a turning point at the beginning of the year.”
Chris Caldwell expects agentic AI to ramp up quickly toward full-scale adoption around the end of 2026, though it is not there yet.
“Is agentic full blown, full blown as what we expect it to be really almost by the end of 2026?”
Chris Caldwell says non-agentic AI is already used in enterprise workflows such as bank risk models, customer service and collections.
“It's already, you know, obviously doing customer service and collection work and a whole host of other different things.”
Chris Caldwell says Concentrix's internal experiments found badly tuned agentic agents can cost far more than humans through token consumption.
“we've found that badly tuned agentic agents, uh, are way more expensive than humans.”
Chris Caldwell says very few enterprises are fully AI ready, based on what Concentrix sees of their inner workings.
“very, very, very, very, very few enterprises are 100% A I ready.”
Chris Caldwell says most enterprises are not tracking the monetary cost of AI and assume costs will come down.
“most enterprises are not looking at the the monetary aspects of A I at all.”
Chris Caldwell describes a company whose internal AI knowledge base, connected to everything, let anyone in the organization query its top ten customers and their revenue.
“literally, you could ask this knowledge base, what is this company's top ten customers?”
Chris Caldwell argues that digital twins, which use a person's credentials and access, are dangerous in the enterprise, though more productive and easier to set up than delegates.
“I think digital twins are incredibly dangerous in the enterprise, while they're more productive and easier”
Concentrix is rolling out AI bots that act as executive assistants, starting with scheduling and graduating to calls, project management and internal emails.
“we are rolling out E A S that are uh bots within our organization.”
Chris Caldwell says Concentrix's executive assistant bots are currently limited to sending emails internally, with external email a possible later step.
“But what we haven't said is you can start sending emails externally, you can only start sending emails internally.”
Chris Caldwell says Concentrix finds it must replace AI technology every six months to a year, versus the multi-year cycles of traditional enterprise technology.
“we're finding that we're having to replace things every six months to a year and invest accordingly”
Chris Caldwell quotes, as an analogy heard from someone else, that in AI it can be better to be the second mover than the early adopter.
“the early bird catches the worm, but the second mouse eats the cheese.”
Chris Caldwell argues that leaders should use AI themselves rather than delegating deployment to the IT department.
“Leadership does not look like telling your I T department to go and deploy A I and hope it works.”
Chris Caldwell says Concentrix expects significant growth in new human roles that orchestrate work between digital workers and human workers.
“there's going to be a a fairly large growth of sort of these new human positions around orchestrating work between digital workers and and human workers”