By 2030, successful contact centers won’t just use AI, they will work with AI.

As large language models (LLMs) evolve into conversational partners capable of real-time reasoning and task execution, AI is becoming more than a tool. It’s becoming a digital teammate—always on, context-aware, and ready to handle the bulk of transactional work so your human agents can focus on what matters most: empathy, complexity, and connection.

In a world where customers expect fast, frictionless, and deeply personalized experiences, contact centers must evolve into dual workforces: humans and AI working in tandem across every interaction. Voice, already the most dynamic and high-impact support channel, will become the frontline of this hybrid future. 

Join this forward-looking session to:

• Reimagine workflows for a dual workforce
• Learn how to design for seamless handoffs between AI and humans
• Explore upskilling strategies that prepare your people for a more strategic role
• Gain best practices for operationalizing AI agents as part of your team—not just as tech

If your growth strategy still depends on having humans on the phone for every customer need, you’re not just understaffed—you’re underprepared.