Deputy Editor Rhys Fisher sits down with Stuart Dorman, Chief Innovation Officer at Sabio, to explore the game-changing potential of agentic AI in customer service.
As organizations face mounting pressure to modernize and streamline operations, this conversation dives deep into how businesses can harness AI while still delivering empathy, consistency, and quality at scale.
Agentic AI is more than a buzzword – it’s a mindset shift in how we serve customers. Stuart Dorman unpacks Sabio’s approach to blending AI and human-led service, offering a clear-eyed view on what works, what to watch out for, and how to get started.
Key takeaways
The true business benefits of agentic AI: from faster resolutions to better-quality assurance and productivity.
How Sabio helps clients layer agentic capabilities onto legacy systems – without a full tech overhaul.
Why “the human touch” doesn’t have to mean human-only, and how AI can deliver empathy and reassurance at scale.
Real-world examples from retail, insurance, and aviation that show AI’s tangible impact in the contact center.
