AI is evolving from static tools to dynamic agents that can reason, adapt, and act with minimal human intervention. This evolution, known as agentic AI, holds tremendous promise for contact centersbut it also comes wrapped in buzzwords, bold claims, and uncertainty. This session offers a grounded exploration of what agentic AI really means for customer service leaders. We’ll move beyond the hype to explain how these systems differ from conventional automation and why they’re uniquely suited to solve persistent challenges like high agent attrition, inconsistent customer experiences, and rising support volumes. Through real-world examples, we’ll highlight how agentic AI is being used to empower every stakeholder in a contact center - agent, supervisor, QA analyst, operations manager, CX leader and customer . You’ll also learn how to identify practical use cases, measure ROI, and avoid common pitfalls when evaluating AI-driven transformation in your contact center What You’ll Learn: * The fundamentals of agentic AI and how it applies to contact center operations - The real difference between next-gen AI agents and legacy automation tools * Practical use cases of agentic AI driving customer satisfaction and operational efficiency * Strategic insights on where to start—and how to scale—with agentic AI in your environment