Join PumpCX’s CEO, Hamish Graham, and VP of Business Development, Trent Evans, for a deep dive into the single most overlooked assurance gap companies are encountering after AI-driven CX deployments.

Voice bots and agentic workflows often perform well in controlled testing environments, and then behave differently when deployed into live contact center ecosystems. For complex journeys involving multiple platforms, policies, and handoffs, functional unit testing of individual components does not necessarily guarantee successful customer outcomes in production. Nor does it provide verifiable evidence that AI-led interactions are safe, compliant, and controlled.

In this session, we’ll explore the pitfalls of treating AI testing as a one-time activity, and why continuous validation is emerging as the industry standard for maintaining confidence as models evolve, journeys change, and systems are updated.

Attendees will learn:

• What often-overlooked factors can cause AI-driven customer journeys to behave differently in live customer environments than in controlled testing.
• Why validating customer journeys before and after deployment is becoming a critical capability for safely scaling AI in customer experience.
• Practical approaches for deploying AI-driven CX with confidence across complex multi-vendor environments.