This webinar will focus on the growing role of AI in agent assistance, using insights from the Decision-Makers’ Guide AI-Enabled Agent Assistance Chapter and Genesys’ CX in the Age of AI report. 

Steve Morrell will begin by discussing key findings from the DMG AI-Enabled Agent Assistance Chapter, covering: 

• The increasing adoption of AI for real-time agent support, including call transcription and summarization. 
• The impact of AI on reducing agent workload and post-call processing. 
• AI-driven process automation for enhancing agent efficiency and customer satisfaction. 

Keith Fulford will then present insights from Genesys’ CX in the Age of AI, emphasizing: 

• How AI is shaping the future of customer interactions. 
• The role of AI-driven sentiment analysis in improving customer engagement. 
• Real-world case studies from leading enterprises using AI to transform CX. 

The session will also discuss strategies for balancing AI automation with human-led interactions, ensuring an empathetic customer experience while leveraging AI’s efficiency. 

Finally, the webinar will conclude with a Q&A session, allowing attendees to ask targeted questions and explore how to integrate AI solutions effectively into their own contact centre strategies. 

The session will conclude with an interactive Q&A, allowing attendees to ask specific questions and gain tailored insights from industry experts. The aim is to provide actionable takeaways that attendees can apply within their own organizations. 

The webinar will summarise the key insights from The UK Contact Centre Decision-Makers’ Guide 2025 and offer next steps for organizations looking to integrate these strategies. Attendees will be encouraged to explore additional resources from Genesys and continue their journey toward creating empathetic, AI-powered customer experiences. 

Register here: