AI Leaders Podcast #82: Transforming Customer Experience with Agentic AI

from Accenture AI Leaders Podcast · host Accenture

In this episode, we explore the front lines of the generative AI revolution in customer service. Join Sharad Sachdev, Global Lead for Gen AI-Powered Customer Experience at Accenture, and Ping Wu, CEO of Cresta, as they discuss how the shift from deterministic to agentic AI is redefining the contact center. Together, they unpack the power of a unified platform that brings AI agents, real‑time human assistance, and conversational intelligence together to transform every customer interaction.

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This episode is 47 minutes long.

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This episode was published on April 8, 2026.

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