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ICMI’s Contact Center Expo: A Digital Edition provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this one-day conference is sure to educate and inspire you.

Unlike most virtual events, we invest in delivering an interactive, community-focused experience that’s rooted in practical and actional information and customized networking.

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

Session 102: AI and the Role of Human Intelligence in Contact Centers


Jeff Rumburg  (Managing Partner, MetricNet, LLC)

Date: Wednesday, May 15

Time: 12:00 pm - 12:45 pm

Session Type: Session

Vault Recording: TBD

In the rapidly evolving landscape of contact center technology, Artificial Intelligence (AI) is often heralded as the ultimate solution for efficiency and customer experience. However, a critical element is often overlooked: the indispensable role of real, human intelligence and expertise. This session challenges the conventional AI-centric approach to contact center transformation, proposing a more balanced and effective model where AI complements deep subject matter expertise, and operates as a co-pilot to the human subject matter experts.

In this presentation, Jeff Rumburg will share real-world case studies and benchmarking data demonstrating the synergistic power of combining AI with human expertise. Attendees will learn how to leverage this blend to elevate their contact center's performance, transform customer experiences from mundane to memorable, and ultimately convert their contact center from a mere operational unit into a strategic asset that drives tangible business value.