Voice AI agents: What CX leaders have to solve before go-live
Building the internal case, aligning on controls and safeguards, pressure-testing the vendor, and bringing your team with you
How to build the internal case, clear legal and security reviews, test vendors, and prepare your team for go-live.
The technology is rarely what stalls a voice AI project. CX Network's 2026 research has competing priorities as the single biggest challenge facing CX practitioners, with demonstrating ROI, finding budget, internal sign-off and integration with existing tools close behind. Consumer demand for data security has now entered the top five as well. For most CX leaders that means the work begins long before any tool is switched on: making the case against three other business priorities, getting legal and risk to a position they can defend, answering a procurement question about where the tool sits and who can see the data, and doing all of it while the contact center carries on running.
This session is an honest account of that process from a live deployment, told from the buyer's side. Our speakers will cover how the business case should be framed and what evidence your board will ask for. We'll also cover the questions that need to be settled within the CX team, and with the vendor, before commitment, and which answers should give you pause on pricing and support.
We'll demonstrate real-world examples of this process, and ask what changed for the frontline team in the weeks after launch. There will be a walkthrough of the results and what happened when the voice agent was faced with a difficult conversation, and a frank account of the parts of the project that took longer than expected.
Attendees will learn:
- How to build a voice AI business case that survives competing priorities, and how to bring legal, risk and procurement in early enough that they help rather than block
- What to ask prospective partners about hosting, data handling, pricing structure and ongoing support, and how to tell a polished sales demo apart from real production performance
- What to plan for after go-live, including role changes, escalations, adoption on the CX and contact center floor, and the metrics that show whether it's working in the first 90 days
Speakers
Max Saravia
RVP, Solution Consulting
Five9
Sarika Prasad
Director, Product Marketing
Five9
Sponsored by
