Beyond the demos, which AI investments actually move customer and cost metrics in voice and chat operations? This session covers agent assist, knowledge orchestration, automated quality assurance and self-service. It looks at where each tends to succeed or fail and how to measure the uplift, drawing on large-scale CX transformation programmes.

Format: keynote (20–30 min) or workshop (90–150 min). Audience: CX, operations and contact-centre leaders.