John Work

Dialpad | From hold music to agentic AI: Reimagining customer communication

By John Work
Dialpad
Head of Sales Engineering EMEA
12/02/2025

Today’s customers expect immediate resolution, not just answers. In this session, learn why leading contact centres deploy agentic AI: autonomous systems that resolve issues end-to-end. Discover proven strategies, common pitfalls, and responsible practices for transforming your contact centre into a competitive advantage.

  • Discover the new rules of customer service automation
  • Understand the agentic advantage
  • Learn how to balance innovation with risk