Only 16% of customers feel truly understood. Are you ready to lead the shift?
CX IN 2030: FUTURE OF THE OMNICHANNEL CONTACT CENTER MAY 19, 2026 | 12PM EST
CX IN 2030: FUTURE OF THE OMNICHANNEL CONTACT CENTER MAY 19, 2026 | 12PM EST
Agenda Day 1
3:30 PM Tackling Digital Complexity: How Nellis Auction Scales Real-Time Customer Conversations with Synthflow’s Agentic AI
Customer service was built around resolution—tickets, queues, and delays. But in a world of real-time voice AI, customers don't want resolution. They want immediacy.
Join us for a deep dive into how Nellis Auction is evolving beyond traditional support to operate a real-time, customer-first experience at scale. Managing high volumes of customer interactions across nine U.S. markets, Nellis is rethinking how conversations happen—moving from reactive support to continuous, always-on engagement powered by Synthflow's agentic AI.
As a digital-first auction platform, Nellis Auction operates in a highly dynamic environment with complex customer needs and time-sensitive interactions. In this session, Kyle Johnson (Chief Communications Officer at Nellis Auction) will share how his team scales operations while reducing friction—supporting curbside pickup, handling edge cases, and maintaining consistency without relying on traditional ticket-based workflows.
Alongside him, Hakob Astabatsyan, CEO & Co-founder of Synthflow, will showcase how AI-native CX infrastructure transforms how enterprises operate. Synthflow doesn't just automate conversations—it executes workflows, coordinates systems, and resolves customer needs in real time. With over 65 million customer calls processed across 100+ enterprise customers, Synthflow is helping companies move from resolving problems to removing them entirely.
Together, they'll explore:
- Why resolution is a lagging metric—and what real-time experience looks like instead
- How agentic AI handles complex, high-volume interactions without creating tickets
- Real-world examples of AI agents operating in production at Nellis Auction
- How to shift from contact center automation to AI-native CX infrastructure
- The role of orchestration in delivering seamless, end-to-end customer outcomes
- Whether you're in operations, customer experience, or exploring AI-driven transformation, this session will show how to turn digital complexity into a competitive advantage—by eliminating the need for support altogether.
