In today's rapidly evolving contact centers, AI-powered self-service is no longer just an efficiency play—it's a strategic necessity. However, many organizations fall into the trap of over-automating, leading to frustrated customers and increased escalation rates. This session will explore the next generation of AI-driven self-service and how organizations can move beyond intent-based automation to a goal-oriented AI approach that delivers real results.

We'll examine the difference between intent-based and goal-oriented AI approaches—and how each affects customer journeys, agent productivity, and overall containment rates. Using real-world case studies, we'll highlight companies that successfully implemented AI-driven self-service without frustrating customers—and cautionary tales of those that got it wrong.


This session is designed for contact center leaders, CX strategists, and technology decision-makers looking to optimize Conversational AI implementations while balancing efficiency with customer satisfaction. Expect a highly interactive discussion, practical takeaways, and strategies you can apply immediately to improve self-service containment without compromising the customer experience.

Takeaway

Attendees will gain insights into designing AI-powered interactions that enhance—not hinder—the customer experience while maintaining operational efficiency. Through real-world examples, industry best practices, and case studies, we'll examine:
- Intent-Based vs. Goal-Oriented AI – Understanding the key differences and why shifting from intent detection to goal fulfillment leads to better outcomes.
- Optimizing Self-Service Workflows – How AI can reduce friction, eliminate unnecessary escalations, and create seamless customer experiences.
- When Full Automation Works vs. When Humans Are Essential – Identifying use cases where AI-driven self-service is most effective versus situations that require human intervention.
- AI-Powered Escalation & Compliance Management – How AI can improve decision-making for escalations while maintaining regulatory compliance and customer trust.
- Key KPIs for AI-Powered Containment – Beyond traditional containment rates, learn what metrics are imporant.