Rhys Fisher, Associate Editor at CX Today, sits down with Kevin McGachy, Head of Solutions at Sabio, to cut through the AI noise that’s plaguing contact centers.
If you’re tired of flashy AI demos that promise the world but deliver generic chatbots, this conversation is your reality check.
Kevin breaks down the costly mistakes organizations make when racing to deploy AI, why voice is still king despite the digital self-service push, and how outcome-based strategies can protect you from vendor lock-in and wasted investment.
This isn’t another AI hype session; it’s a practical roadmap for CX leaders who need results, not regrets.
In this frank discussion, McGachy exposes the pressure-driven mistakes that are costing organizations time, money, and competitive advantage:
• The ROI Trap: Why building business cases solely around cost reduction creates friction and misses the real value of AI – like addressing high attrition through “zero human impact” automation that doesn’t eliminate jobs
• Technology-Agnostic Design: How to avoid vendor lock-in by designing systems that can swap between LLMs (Gemini, GPT, etc.) based on performance and cost, rather than betting everything on today’s ‘winning’ model
• Voice’s Staying Power: Why customers still prefer voice for urgent or emotional issues – and how modern conversational AI creates fluid, human-like experiences that adapt in real-time versus rigid IVR decision trees
• Outcome-Based Pricing: Sabio’s approach to only charging clients when AI successfully resolves customer interactions, eliminating the risk of paying for underwhelming results
