Kevin Litwiak

The gap between what vendors promise and what CX leaders experience varies widely between deployments. This session gives a frank assessment of the contact centre challenges voice AI is genuinely solving today, the metrics that are moving, and the situations where implementation can introduce additional complexity without payoff. Through practical examples and lessons learned, gain the confidence to make clearer decisions about where voice AI fits in your CX strategy, and where it doesn't belong yet. 

• Recognise which contact centre use cases voice AI is ready for and which ones still carry significant risk
• Distinguish between deployments that are moving CX metrics and those optimised for cost reduction at the expense of experience
• Apply a clearer evaluation framework when reviewing your current voice AI investment or assessing new solutions 

• A map of where voice AI adds CX value in your specific operating context
• Identify the warning signs of a poor-fit deployment before it affects your customers
• Questions that stress-test vendor claims against your real operational constraints