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The Adults in the AI Room – Episode 102: AI in the Contact Center, Why Implementations Fail, and the Business Model Reckoning with Michael Darwal
What if the real promise of AI in the contact center isn’t replacing human agents, but making every conversation faster, smarter, and more likely to end in a real resolution?
The Adults in the AI Room (formerly the Earley AI Podcast) — On this podcast, host Seth Earley invites Michael Darwal, Chief AI and Digital Officer at ibex, for a practical conversation about AI agents, customer journey mapping, cost-per-resolution pricing, workforce development, and the knowledge foundations that decide whether contact center AI succeeds.
When generative AI arrived, many predicted it would quickly…
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