AI doesn’t win by replacing agents.
Ali Merchant shares a lesson from 17 years of deploying contact center technology: the winners will be the most adaptive, not the most automated.
Up nextWhat do 17 years inside a contact center teach you?Overview
About this session
In this short, Orvera AI Founder and CEO Ali Merchant shares what 17 years of building and deploying contact center technology has taught him. The contact centers that win will not be the ones that automate the most; they will be the ones that adapt the most, because every contact center, use case, and workflow is unique.
He compares today to the early days of IVR, when the technology was new and companies that did not keep up lost customers. AI agents are no longer new to most contact centers, and many are simply automating as much as they can. Adapting to each operation is the next step. The clip is designed for contact center leaders planning their AI strategy.
Key takeaways
What comes out of it
Adaptive beats automated. Winners fit AI to their own operations.
Every workflow is unique. Each use case needs its own approach.
Lessons from IVR. Companies that did not adapt lost customers.
The next step. Most contact centers already automate; adapting comes next.
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 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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