How AI Agents are Transforming Customer Experience (part 2)

In part two of this conversation, Sanjay Dandeker, Matt Hull and Josh Prout go beyond the basics and into the operational detail of deploying AI in customer experience. They discuss why testing AI against real customer data is essential, how deep observability tools reveal the reasoning behind AI decisions, and why knowledge management is consistently underestimated by organisations starting their AI journey.  The panel also explores how human roles are evolving, what the next wave of AI capabilities looks like from proactive outreach to auto channel switching, and where the technology could take us in five to ten years.