Verint Master Class: How to Achieve Workforce Automation with AI Agents

Contact centers are being asked to automate more, support agents better, and cut cost to serve – usually all at once. What is far less clear is where an AI agent should own the work outright, where it should sit alongside a human, and who inside the business gets to make that call.
Heather Richards, Verint GVP of GTM Strategy, puts those questions to Peter Morton and Jason Valdina in an unscripted round table on building a workforce of humans and AI agents, including:

• What “agentic” actually means inside a contact center or workforce operation, and how to separate genuine capability from vendor marketing
• Automate, augment, or leave alone? How enterprises should make that call, and who owns the decision
• Why voice is the hardest channel to automate well, and what a production-ready voice AI agent needs to handle real interactions
• Where AI copilots lower cognitive load for agents, and where they simply add to it

Speakers:

Heather Richards
GVP, GTM Strategy

Peter Morton
Sr. Director, Product Management

Jason Valdina
Sr. Director, GTM Strategy