Post by Cortex Reply UK

🎙️Cortex Signals | Episode 2 is LIVE: How AI Agents are Transforming Customer Experience, continued. Sanjay Dandeker is back with Matt Hull and Josh Prout for the second part of our deep dive into AI in the contact centre. This episode delves into the operational realities of deploying AI in customer experience, from testing and observability to knowledge management and the future of human agents. Key themes include: ✅ Why real-world testing must be built from actual customer interaction data ✅ Moving beyond scalar metrics to deep observability with tools like Langfuse ✅ Managing and curating knowledge bases for AI; it's never a drag-and-drop ✅ How human agent roles are evolving, not disappearing ✅ Proactive AI outreach, concierge-style service, and auto channel switching ✅ The future of AI-to-AI interactions between personal assistants and business systems 🎙️Listen to Episode 2 now: YouTube: https://lnkd.in/ecdQSwtT Spotify: https://lnkd.in/eBNDXHK2 Apple Podcasts: https://lnkd.in/eMb_VDxb #AIAgents #CustomerExperience #GenerativeAI Reply

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