It's Not Me, It's You: Breaking Up with Legacy CX & AI That Doesn't Deliver | Techsommet x ASAPP скачать в хорошем качестве

It's Not Me, It's You: Breaking Up with Legacy CX & AI That Doesn't Deliver | Techsommet x ASAPP

The CX industry has invested years and millions in chatbots, IVRs, CCaaS platforms, and "AI-powered" tools. Yet customers still repeat themselves. Agents remain overwhelmed. Resolution stays out of reach. In this fireside chat, Chris Arnold (VP of CX Strategy at ASAPP) and Laura K. Zegar (former Bank of America VP and Treasury Product Manager) explore why legacy conversational AI and containment-first automation have hit their limits—and why the next era of contact centers requires a fundamental shift to agentic AI built for reasoning, action, transparency, and genuine human collaboration. Real CX transformation doesn't come from layering on more tools. It comes from having the right architecture to evaluate what's actually working and chart a realistic path toward faster resolution, safer automation, and truly empowered teams. Who’s ASAPP? ASAPP is an artificial intelligence solution provider committed to solving the toughest problems in customer service. Its AI-native Customer Experience Platform, powered by GenerativeAgent® integrates with existing systems and uses generative, personalized interaction to bring radical efficiency to every customer workflow. Because we automate what was previously impossible to automate, our AI-native® solutions deliver more than efficiency gains. They redefine the role of AI in the contact center and lay the groundwork for businesses to reimagine their customer experience delivery for the agentic enterprise. Leading enterprises rely on ASAPP’s generative and agentic AI solutions to dramatically expand contact center capacity and transform their contact centers from cost centers into value drivers. To learn more about ASAPP, visit www.asapp.com.