Where AI agents go wrong: The hidden causes of CX failure

AI agents are rapidly becoming the front line of customer interaction. But instead of delighting customers, they often erode trust and satisfaction. In this interactive discussion, we will discuss the real, often overlooked reasons behind the growing CX failure from misaligned goals to poor orchestration, and the loss of human context in digital conversations.

Join us to hear real-world success stories of how leading teams are transforming CX with end-to-end automation and driving measurable gains in customer satisfaction. 

Key Takeaways:

• Gain clarity on the root causes behind AI agent underperformance and how to realign them with customer expectations.
• Identify actionable steps to unify product, support, and customer data for more context-aware automation.
• Understand how to measure AI’s real impact on CX beyond efficiency metrics like containment or resolution rate.
• Learn practical ways to bring human empathy into AI-driven interactions to strengthen brand trust.
• Explore a framework for scaling AI agents from pilot success to sustainable, production-grade performance.