ON-DEMAND WEBINAR

Beyond the Pilot: An Honest Look at AI Agents in the Contact Center

Most contact center AI projects don’t fail in the demo. They fail somewhere between “this looks promising” and “this is live for customers.” The handoff from pilot to production exposes everything the vendor left out of the sales conversation: integration friction, edge cases, the organizational decisions nobody planned for.

James Wood, SVP of Engineering at SoundHound AI, has been on the other side of those conversations. In this fireside chat with CCW Digital Content Analyst Audrey Steeves, he works through proprietary agentic AI research and connects the data to what he’s seen firsthand – where teams stall, where they break through, and what the numbers don’t capture.

You’ll leave knowing:

  • Where agentic AI deployments actually stand and why 42% of users say results have already exceeded expectations
  • The technical and organizational decisions that determine whether a rollout scales or stalls, including why integration challenges have dropped from 70% to 38% for agentic implementations
  • What voice-native AI agents need to do well, and how that standard has shifted over the last two years
  • Where human involvement still matters and how to design for it without undermining the efficiency gains that made the investment worthwhile
  • Why 72% of companies report increased employee satisfaction, and what that means for how you build the case internally

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