Talkdesk Calls Out the AI Hype Machine – And Offers a Way Out

Pedro Andrade discusses why most AI deployments fail, why your KPIs are lying to you, and how the Talkdesk CXA Operations Center changes the game Rhys Fisher, Associate Editor at CX Today, sits down with Pedro Andrade, VP of AI at Talkdesk, to dig into one of the most pressing challenges facing contact center leaders today: deploying AI at scale without flying blind. With AI agents now handling real customer interactions, the stakes have never been higher – and as Pedro makes clear, the gap between expectation and reality is wider than most vendors want to admit. AI is everywhere in the contact center, but visibility, governance, and accountability are lagging dangerously behind. Pedro Andrade pulls no punches in this conversation, breaking down exactly why so many AI projects underdeliver and what it takes to fix that. 🔴 The black box problem: Pedro explains why deploying AI without real-time observability is like "driving at high speed, blindfolded" – and how Talkdesk's