Zagorsek explains how conversational AI can support both self-serve customers and human associates, especially in retail environments where staff need fast, accurate context. He also outlines the shift from channel-specific stacks to agentic AI systems that can be deployed anywhere, with orchestration and guardrails to keep experiences coherent, safe, and production-ready.
The conversation closes with a pragmatic take for leaders: learn the technology, but prioritize robustness, privacy, and the right strategic partners before putting AI in front of customers.
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