Empowering Agents with AI

Key Insights from the UK Contact Centre Decision Makers’ Guide

Discover how AI is transforming agent performance and customer experience.

AI is no longer a future promise—it’s reshaping contact centres right now. In this insightful on-demand session, discover how artificial intelligence is enhancing agent productivity, driving customer satisfaction, and powering more empathetic experiences.

Hosted by David Howell of Silicon UK,  join industry experts Steve Morrell and Keith Fulford as they break down key findings from two essential reports: The UK Contact Centre Decision-Makers’ Guide 2025 (focusing on AI-Enabled Agent Assistance) and Genesys’ CX in the Age of AI. Together, they explore how AI is redefining the way agents work, how customers interact, and how businesses scale their operations with empathy at the core.

You’ll hear how real-time tools like live transcription and automatic summarisation are already easing the agent workload and streamlining post-call processes. You’ll also uncover how process automation can simultaneously drive operational efficiency and elevate customer satisfaction.

As the customer journey evolves, Keith Fulford sheds light on how AI is reshaping expectations and behaviours. From sentiment analysis to real-world CX transformations, learn how leading brands are building smarter, more human-centred interactions.

This session also dives into the vital balance between automation and the human touch. You’ll come away with practical strategies for integrating intelligent tools while maintaining empathy, connection, and trust.

If you’re a CX leader looking to boost agent performance, deliver exceptional service, and embrace ethical AI practices, this is a must-watch.

Start your journey toward a more efficient, empathetic, AI-powered contact centre—watch now.