Artificial Intelligence (AI) has revolutionised the contact centre landscape, particularly in conversation intelligence. However, amidst the rapid rise of generative AI, misconceptions and myths have proliferated alongside the undeniable benefits.

Will AI replace human agents?
Will AI undermining my data privacy concerns and policies?
Are AI necessarily biased?
And what is the real, measurable impact of AI on customer experience and agent performance?

Through insightful discussions and real-world examples, attendees will gain a nuanced understanding of how AI enhances rather than replaces human interaction. We’ll share practical strategies for successfully integrating AI into contact centre operations while mitigating risks and maximising benefits.