Adaptive AI for Contact Centers
Ali Merchant explains why the contact centers that win will not be the most automated but the most adaptive, drawing on 17 years of deployments.
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About this session
In this short, Orvera AI Founder and CEO Ali Merchant shares a lesson from 17 years of building and deploying contact center technology: the contact centers that win will not be the most automated, they will be the most adaptive. Every contact center, use case, and workflow is unique, and AI has to adapt to it.
Ali compares the moment to the early days of IVR, when the technology was new and companies that did not keep up lost customers. Today AI agents are no longer new to most contact centers, and many are simply automating as much as they can. The clip is designed for contact center leaders planning what comes after basic automation.
Key takeaways
What comes out of it
Adaptive beats automated. The winners will fit AI to their own operations.
Every workflow is unique. Use cases differ by contact center and must be treated that way.
Lessons from the IVR era. Companies that failed to adapt lost customers.
AI agents are no longer new. Most contact centers already automate; adapting is the next step.
TranscriptRead the full session
Ali Merchant 00:00:00.00 What we have observed in this 17 years making mistakes while deploying and creating this AI agents is that the contact centers that win won't be the most automated. They will be the most that are adaptive. Every contact center, every use case, every workflow is very unique and that we have to keep in mind and accordingly start adapting it because if not today, we have to do it tomorrow. I remember when we started off and IVRs were the new thing. Me, myself as the CEO of the company, back for some point of time. And then, you know, we had to lose a lot of customers because eventually everyone like today, IVR is no more like a new thing.
Ali Merchant 00:00:37.62 Same way in what we have seen with our customers is that AI agents is not a new thing to most of them right now. They're just automating as much as they can.
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