The Front Office Automation Revolution

By 11/12/2025

Tags:

Artificial Intelligence in CX Contact Center

The front office is where customer experience begins, but too often organisations automate only the conversation while leaving the fulfilment disconnected. This session explores how combining CCaaS engagement platforms with ServiceNow’s system of action creates true end-to-end automation – delivering outcomes in seconds rather than days.

We’ll reframe the outdated “simple vs. complex” automation mindset and instead explore a transactional vs. relational model. Most customer interactions are transactional and ripe for automation, but even high-stakes, relational interactions benefit from orchestration – ensuring that empathy is combined with efficiency.

We will also discuss the future of agentic AI: autonomous agents that perceive context, make decisions, and act on behalf of customers. These innovations enable proactive service, real-time personalisation, and even “machine customers” who transact on our behalf. Attendees will walk away with practical strategies for identifying automation opportunities, structuring end-to-end workflows, and balancing empathy with efficiency.

Key takeaways:

Reframe automation strategy: from “simple vs. complex” to “transactional vs. relational”
Discover how to connect conversational AI to middle and back-office workflows for true outcome delivery
Learn about diverse case studies showing order-of-magnitude improvements in resolution times
Find out more about the role of agentic AI in proactive engagement, predictive service, and personalisation