Don’t Call It a Bot: Agentic AI Is the New Frontline

AI that acts—so your contact centre can, too.

Watch our latest CX Today session with Rob Scott and Dialpad’s Calvin Honer to demystify agentic AI: not scripted bots or simple LLM Q&A, but AI agents that take action—from rescheduling deliveries and booking appointments to closing support tickets, with the right guardrails. “We’re no longer programming bots—we’re empowering agents.”

In 25 minutes, you’ll learn how to:

• Tell hype from reality: Practical ways CX leaders should evaluate “agentic” claims—by starting with use cases and outcomes, not buzzwords.
• Design for action: Why agents need access, tools, skills, and guardrails—and how this changes workflows end-to-end.
• See real examples: Patient verification across CRM/EMR, order status, appointment booking, two-factor authentication—now handled by digital agents.
• Go beyond chat: Why voice is the most natural interface for AI agents—and how it differs from legacy IVR.
• Keep context across channels: Warm handoffs from digital to human agents with full conversation and CRM context.
• Measure ROI that matters: Rethinking handle time, boosting agent satisfaction, and turning the contact centre into a revenue driver.