3 ways AI can shut down costly contact center failures

Every unnecessary call is money lost—and a moment of customer frustration that damages loyalty. Yet most contact centers are flooded with calls that never should have happened in the first place. Hidden digital failures, clumsy automation, and agents left without context all drive up costs while leaving customers disappointed.

But it doesn’t have to stay that way. By combining digital insight with AI, leading contact centers are shutting down costly failures before they ever reach the phones. They’re preventing issues by spotting and fixing broken journeys early, empowering automation to resolve simple requests with confidence, and equipping agents with the real-time context they need to deliver fast, empathetic support.

This webinar will unpack three practical strategies any contact center leader can apply to reduce unnecessary calls, cut cost-to-serve, and improve customer satisfaction. The focus is not on shiny technology for its own sake, but on clear, outcome-driven steps to transform your contact center from a reactive cost center into a proactive source of loyalty and growth.

Attendees will learn:

• Prevent costly calls: Identify and fix hidden failures in digital journeys before they escalate to your contact center.
• Automate with confidence: Use AI-driven insights to make chatbots and call routing smarter, faster, and more effective.
• Empower every agent: Equip your frontline with real-time digital context to resolve customer issues quickly and with empathy.
  

Speaker

Julia Potanina
Outbound Product Manager, Customer Engagement Suite
Google

Julia Potanina is an Outbound Product Manager for the Customer Engagement Suite with Google AI, with 11 years of experience dedicated to building cutting-edge AI products and high-performing teams. During Julia's 8-year tenure at Google, she has driven innovation across critical organizations, including Google Cloud Applied AI, Google Assistant, and Google Professional Services. She provides a perspective on how to successfully leverage the power of Google AI to transform customer experiences and achieve business goals.

Michelle Brigman
Solution Principal - Contact Center
Quantum Metric

Michelle Brigman is a veteran customer experience leader and Contact Center Principal at Quantum Metric, with 20+ years of Fortune 500 leadership at Dell, Citi, Medallia and 7-Eleven designing award-winning Voice of Customer programs and enterprise contact-center transformations. At Quantum Metric, she helps leaders lower support costs and transform service operations into profit engines through AI-driven journey analytics and real-time interventions.

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