As companies rethink how they provide customer experiences (CX), a new form of AI capability, agentic AI, is quickly changing how work is accomplished in contact centres.

In the recent episode of the Tech Transformed podcast, Dialpad Lead Product Manager, Calvin Hohener, sits down with host Jon Arnold, Principal at J Arnold & Associates. They discuss the transition from legacy chatbots to more autonomous agents capable of completing tasks and improving customer interactions.

The conversation highlights the importance of understanding the technology’s impact on enterprise architecture, the need for clean data, and the strategic implications for C-level executives. Hohener emphasises the importance of starting with clear use cases and working closely with vendors to maximise the potential of AI in business operations.