Stay ahead of the curve with the tools and technology shaping the contact center of tomorrow.
Emerging Contact Center Technology
February 17 | 12PM ET
Nirmal Mukhi is the Chief Architect at ASAPP, where he builds machine learning capabilities and products. Prior to joining ASAPP, Nirmal held leadership positions in engineering and research at IBM, where he was R&D lead for Watson Education, and served as CTO at TRANSFR. He has over 30 publications (with 4500+ citations), 15 patents, and has appeared on a Discovery Channel documentary about AI.
Agenda Day 1
1:15 PM The Agentic Future Your Customers Feel, Not See
In this CCW webinar, ASAPP examines the next evolution of AI in the contact center—where multiple AI systems work together, sharing context and interaction history to support customers and agents throughout the service journey. This coordinated approach moves beyond isolated automation and toward a more connected system of intelligence.
The session will explore key technology shifts influencing this transition, including orchestration of agents across the enterprise, the growing use of task-specific small language models (SLMs) instead of generalized large language models (LLMs) for contact center use cases, the evolving role of human agents, and common readiness challenges, such as fragmented knowledge management and limited integration maturity.
Designed for contact center and CX leaders, this session provides a practical view of how coordinated AI systems are being applied today and what organizations should prioritize as they plan for 2026. Insights are informed by ASAPP’s experience supporting large-scale enterprise contact centers
What You’ll Learn
- Why disconnected bots and copilots are limiting CX impact
- How coordinated AI systems improve experience consistency and agent effectiveness
- The foundational capabilities required to support advanced AI in the contact center
- How leading teams are redefining the role of human agents in AI-driven operations
