Carlos Becker

Most contact centre AI projects die between the demo and production. The pilots look promising, then stall due to integration complexity, enterprise security requirements, organisational resistance, or an agent that simply doesn't hold up under real volume. At this session you'll learn what enterprise-scale AI deployment actually looks like from the inside. We cover the decisions, mistakes, and hard-won lessons that separate a POC from a production system handling millions of interactions.

Learning Objectives

• Understand why most enterprise AI pilots stall before scaling, and the specific technical, operational, and organisational factors that determine whether a deployment survives contact with reality

• Learn what the Forward Deployed Engineer model is and why embedding expert engineers on-site with enterprise teams produces fundamentally different deployment outcomes than remote or consultancy-led approaches

• Identify the enterprise readiness requirements that must be addressed before AI agents can handle live customer interactions at scale

Key Takeaways

• A practical checklist of the questions to ask any AI vendor before signing: the deployment red flags that demos never reveal

• Specific lessons from real enterprise deployments, what the first 90 days look like, where things break, and what teams consistently underestimate

• A framework for presenting the AI deployment business case to your leadership: the ROI metrics that matter, the timeline to expect, and how to set realistic expectations that survive the first production incident