Case study: Scaling AI without losing the human touch: A practical contact center transformation

While many organisations are experimenting with AI technologies, scaling these capabilities across contact center operations remains a complex challenge. Leaders must consider not only the technical implementation of AI tools but also the broader impact on customer relationships, employee roles and organisational culture.

Successfully integrating AI into service operations requires a clear strategy for identifying the right use cases, aligning stakeholders and ensuring agents feel empowered rather than replaced by new technologies. Maintaining the human touch — particularly for sensitive or complex interactions — remains critical to building customer trust.

In this session, hear how one organisation successfully introduced AI into its contact center environment, the lessons learned during implementation and the measurable outcomes achieved.

• Learn how to identify the highest-impact use cases for AI deployment
• Understand how to integrate AI into existing contact center systems and workflows
• Explore strategies for gaining agent buy-in and driving adoption
• Discover how to measure the ROI of AI initiatives in customer service