For years, contact centers layered automation onto human workflows. The next shift redesigns execution itself. In this executive roundtable, we’ll explore what it means to move toward an agentic model, where AI agents handle routine execution, diagnostics, and coordination across systems, while human representatives focus on judgment, complexity, and high-impact customer moments.
This isn’t about hype. And it’s not about replacing your workforce. It’s about redefining ownership of work — and, in many cases, rethinking how core service jobs-to-be-done are structured in the first place.
Whether you’re actively piloting AI agents or simply trying to separate signal from noise, this session will focus on practical pathways and measurable time to value. We’ll discuss:
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What “agentic” actually means in a customer service environment
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How AI agents can execute end-to-end service jobs, not just assist within them
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Where entirely new operating models begin to emerge — with AI coordinating across data and systems
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How to introduce autonomy safely, with governance, oversight, and clear accountability
The contact center is entering a new phase — shifting from assistive tools to accountable digital labor. The leaders who succeed won’t be those chasing trends. They’ll be the ones redesigning service thoughtfully, one job-to-be-done at a time.