Customer Contact Week 2025

Speaking Session | Thursday, 12 June, 1:45 – Forum H

Discover how CX Leaders are Winning with Conversational AI

What sets customer experience leaders apart in the age of AI? In this session, discover how top global brands are redefining customer service using industry-leading Conversational AI from Omilia.

Through a series of powerful case studies, we’ll explore how these organizations achieved rapid results, including faster call resolution times, improved customer satisfaction, and operational efficiency by automating voice and chat interactions without losing the human touch.

In this session, we will share strategic insights from CX leaders on how they have successfully adopted AI and practical tips to scale personalized service and reduce operational costs.

• Real-world examples of the impact of Conversational AI and Generative AI in contact centers
• Key success factors for effective AI implementation
• How to successfully balance automation with human-centric service

Panel Session | Thursday 12 June, 11:00 AM – Forum M 

How to Strike the Right Balance Between Human Agents and AI Agents

As customer expectations are at an all-time high, the key to deliver great customer experience is in balancing human empathy with the precision of AI. It is not just about automating tasks—but creating a service model where human agents and intelligent AI work side by side, each complementing the other to provide personalized, efficient, empathetic support to customers.

Value Proposition & Results: Customer engagement is a complex phenomenon. It’s not only about how human agents can provide an unforgettable experience but how human agents together with agentic AI can work together to achieve unprecedented levels of efficiency, performance, and customization. Using agentic AI, we can:

Reduce Cost & Optimize: By this two in a box approach, businesses and enterprises can save up to 40% on operating costs (TCO). Agentic AI reduces the need for human intervention in processes which are repetitive by nature by automating tasks, resulting in creating efficiencies at scale, leading to exceptional customer satisfaction.

Improved Customer Experience: Combining the capabilities of Generative AI and Agentic AI, personalized interactions beyond traditional customer service is possible. AI-powered personalized, dynamic, and contextually relevant support is provided to end customers based on their preferences and needs. Thanks to the smooth transition between agentic AI and human agents, every customer interaction feels both intelligent and human.

Operational Efficiency: By incorporating AI into the customer service model, operational efficiency is increased in addition to improving the customer experience. AI completes tasks quickly and precisely, from automating basic tasks to managing more complicated problems, freeing human agents to concentrate on high-value, emotionally complex interactions. As a result, operations are more responsive and efficient, which raises employee and customer satisfaction.

Super-Agent: A New Era of Service Excellence: The Super-Agent model goes beyond traditional human or AI-based services. By combining both strengths, businesses can deliver real-time personalized interactions through Generative AI while using Agentic AI for proactive problem-solving and automation. This combination ensures a higher level of service, where Agentic AI handles repetitive tasks and human agents provide emotional and intellectual intelligence, making every interaction feel efficient, empathetic, and real.