ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.

Check back frequently, information added daily!

Click on session titles for full session descriptions. All times noted are in EST.

GPT-Powered AI Agents and Agent Assist: Keys to Success & Mistakes to Avoid

Derek Roberti  (VP, Technology, Cognigy)

Location: Hibiscus 2

Date: Wednesday, October 18

Time: 12:45 pm - 1:30 pm

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!

Session Type: Lunch & Learn

Vault Recording: TBD

Cognigy, Inc.

Customer Service has entered the era of AI-based automation. Generative AI combined with Conversational AI are enabling new solutions that are transforming CX, refining the role of agents and significantly improving the efficiency of the contact center. What are the keys to success and what are common mistakes to avoid? Grab your lunch and attend this session to hear about learnings and unforeseen challenges from leading brands, as well as best practices and expert strategies that will put you ahead of the curve during your transformative CX journey.