Videos
Disrupt 2026 London | AI in the Real World: What Actually Works in the Contact Centre
After years of implementing AI solutions across contact centre operations, Fran has a clear view of what delivers genuine value – and what’s just expensive innovation theatre. In this focused session, Fran cuts through the AI hype to share practical insights from real implementations: where Agent Assist genuinely helps agents, when knowledge bots work (and when they frustrate customers), and why the unsexy stuff like RPA and AI-powered QA often delivers better ROI than the headline-grabbing solutions.
