The Path to AI Maturity: Understanding the Levels of Augmentation and Automation
AI and automation are transforming contact centers—but successful implementation isn’t about replacing humans; it’s about empowering them. This webinar explores the Levels of AI and Automation in Customer Experience through a human-in-the-loop approach, showing how AI can enhance operations, improve customer satisfaction, and drive business success.
Join industry experts Russell Banzon, Chief Marketing Officer at Cresta, and Brook Lynch, Divisional Director & Principal Analyst at CCW Digital as we break down the journey from basic automation to intelligent workflow optimization, illustrating how AI when designed with people at the center, leads to smarter, more adaptive customer interactions.
Why Attend?
- Understand the five levels of AI and automation maturity for contact centers
- Learn how to leverage AI without losing the human touch
- Discover key questions leaders should ask to evaluate their AI strategy
The journey to AI maturity isn’t just about adopting new technologies—it’s about creating a strategic, data-driven approach that keeps humans at the center. By aligning automation with business goals and continuously optimizing workflows, organizations can unlock new levels of efficiency, customer satisfaction, and growth.
This webinar will equip you with the knowledge and tools to assess your current AI capabilities, set a roadmap for maturity, and ensure that AI and automation work for your people, not against them.
Join us and take the next step toward intelligent automation!
Speakers
View more resources
Propel Holdings transforms customer experience with Cresta’s AI platform
As this fast-growing fintech scales, Propel turned to Cresta to handle rising service volume, improve efficiency, and keep people at the center of every interaction.
The Untapped Power of Conversations: Turning Hidden Insights into Enterprise Impact
United Airlines has built a powerful insights-to-action engine that extends well beyond the contact center. Learn how the airline leverages conversation insights to drive real-time event and policy response, identify data-driven changes to key products and policies, and optimize core digital experiences.
Introducing the Agent Operations Center
Automation is scaling fast and supervisors need a new way to guide both human and AI agents with confidence. Cresta’s Agent Operations Center brings every live conversation into one unified command center, giving teams the real-time visibility, context, and support tools they need to manage a hybrid workforce effectively.