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David Reid
Pre-Sales Solution Architect
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Raphael Michel
Pre-Sales Engineer
When the customer can’t explain the problem, can AI still know what to do?
Customer service leaders are under increasing pressure to improve efficiency, reduce costs and deliver better customer experiences, all while evaluating how AI can create genuine business value.
Voice AI is moving beyond scripted journeys and simple automation. But as voice agents become more autonomous, a bigger question emerges: how far should AI go, and when should a human step in?
The question is no longer whether AI can automate customer interactions. It’s whether it can successfully manage complex conversations, understand unclear requests, and recognise human expertise is needed.
See Agentic Voice in Action
No feature tour. No scripted IVR journey.
Through a realistic customer scenario, you’ll see where AI creates value, where human expertise becomes essential and how organisations can strike the right balance between automation and customer experience.
Why Attend
Live, practical demonstration:
See agentic voice in action through a realistic customer scenario, from an unclear problem to an informed human handover.
Beyond traditional IVR:
Explore the difference between technology that simply routes calls and an AI agent that understands, responds and acts.
A clearer human boundary:
Discover how to approach the important decision of where AI should act and where human judgement creates greater value.
More meaningful measurement:
Understand why deflection, containment and resolution are different, and why customer outcomes matter alongside efficiency.
What We’ll Cover
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- Why voice remains important for high-stakes customer conversations
- The difference between traditional IVR and modern agentic voice
- Live demonstration: a voice AI agent responding to a real-world customer scenario
- How contextual handover can create a smoother customer and advisor experience.
- Why containment alone does not demonstrate successful resolution
- How to decide where AI should act and where a person should take over
- A balanced approach to measuring customer, operational, advisor and commercial outcomes
Who Should Attend
This webinar is designed for:
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- Customer Service Directors
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- Contact Centre Leaders
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- CIOs and Technology Leaders
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- Chief Customer Officers
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- CRM & CCaaS Decision-Makers
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- Operations Leaders
- Heads of Customer Experience
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