AI in the Contact Center: How to Move from Ambition to Measurable Impact

AI is no longer the challenge. Making it work is.

Many organizations are under pressure to adopt AI, but too many projects still start with the technology rather than the business problem. In this CX Today webinar, Rhys Fischer speaks with Joe Bigio, Senior VP of CX, CCaaS and Conversational AI at CallTower, about what separates successful AI deployments from pilots that never scale.

The discussion explores why contact center AI needs to be treated like a product launch, not a science project. It also looks at how regulated industries can build trust, reduce risk and earn autonomy by starting with focused, measurable use cases.

What You’ll Learn:

• Why “we need AI” is not a business case
• How to identify low-risk, high-volume AI use cases
• Why governance must be part of the architecture from day one
• How agent assist can support humans without replacing them
• What successful AI scaling looks like in real contact center environments

Fill in the form to access the complete webinar and learn how to build a more disciplined, scalable AI strategy for the contact center.