Cortex Signals

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. 

In this debut episode of Cortex Signals, host Sanjay Dandeker is joined by Matt Hull and Josh Prout to explore how AI agents are transforming customer experience.  The discussion covers why the transformation of customer experience is one of the strongest use cases for AI, how organisations can move beyond simple containment metrics, and why trust, context, and interaction history are critical to success.  They also reflect on insights from the Customer Success Collective Summit in New York, including policy drift, AI governance, and the growing importance of continuous learning systems in AI-driven service environments.  Key themes include:  Why CX is a leading area for AI adoption  Moving beyond containment ratios to meaningful outcomes  The role of memory, context, and contact history in AI agents  Building trust in AI-driven customer interactions  How policy drift is shaping continuous improvement in AI systems  Subscribe now to never miss an episode.