The Rundown Episode 7 — $380M Breach, Wrong Answers, AI Liability & Drive-Thru Disasters

This week, Cameron Liss hosts Michael Tamer, CEO of Proponisi and author of The 4-Minute Customer, and Scott Thomas, CTO of Proponisi, for another fast-moving conversation on AI, contact centers, customer experience, outsourcing, automation, and the future of work. In this episode, we cover: • $380 Million — Clorox is suing its outsourced help-desk provider for $380 million, alleging that agents reset passwords and bypassed identity verification, opening the door to a massive cybersecurity breach. When a routine service-desk interaction becomes a corporate disaster, who’s responsible? • Wrong and Fast — Contact centers have spent decades obsessing over average handle time. But what happens when agents deliver faster answers that turn out to be wrong, creating repeat calls and frustrated customers? Is a shorter, wrong answer worse than a longer, right one? • The Textbook Problem — Agents are routinely penalized by quality assurance for giving incorrect answers, even when the company’s approved knowledge base is outdated, incomplete, or contradictory. If the textbook is wrong, is it fair to grade the student? • Nearshore Surge — Mexico, Colombia, and Central America are becoming increasingly attractive destinations for outsourced customer operations. With bilingual talent, overlapping time zones, and shifting geopolitical priorities, is Latin America quietly winning the outsourcing war? • The Agent Did It — Autonomous AI agents can now issue refunds, make bookings, execute transactions, and take real business actions. But when an AI agent makes an expensive mistake, who takes responsibility: the software vendor, the company deploying it, or someone else entirely? • Gone After Go-Live — AI vendors promise transformation, celebrate implementation, and move on to the next customer. Meanwhile, businesses are left managing adoption, training, optimization, and the gap between promised and actual ROI. Should AI vendors be held accountable for what happens after launch? • Drive-Thru AI — From bacon on ice cream to absurdly large nugget orders, fast-food AI experiments have produced some spectacular failures. Beyond the comedy, what can contact centers learn about automation, oversight, and deploying technology before it’s ready? From multimillion-dollar lawsuits to fast-food ordering disasters, this week’s stories share a common question: When technology makes a mistake, who’s actually on the hook? AI isn’t just changing how businesses operate. It’s forcing new conversations about accountability, quality, security, vendor responsibility, and the importance of human oversight. The Rundown is Proponisi’s AI contact center debate show, covering the headlines, trends, and real-world questions leaders should be paying attention to. Learn more about Proponisi: https://www.proponisi.com Subscribe for more conversations on AI, contact centers, quality assurance, knowledge management, agent coaching, BPO outsourcing, automation, customer experience, employee engagement, artificial intelligence, and the future of work. #ArtificialIntelligence #ContactCenter #CustomerExperience #AI #CX #TheRundown