Customer Experience Strategies Summit (CXS)
Join ASAPP at CXS Toronto on May 12 and learn how leading organizations are redesigning the contact center for the AI agent era — where human connection and machine intelligence scale together.
Redefining the Human Role in the AI-Era Contact Center
About the event
The Customer Experience Strategies Summit brings together CX and contact center leaders to explore the future of customer service. CXS Toronto is a one-day event focused on practical strategies for modernizing operations, adopting AI, and building teams that deliver outcomes at scale.
Your Best Agent Isn't a Person Anymore: How the service role is evolving in the AI agent era
Chris Arnold
May 12, 2026 @ 2:30 pm ET
For decades, customer service has been built around people handling interactions, supported by technology. That model is starting to flip. AI agents are resolving more interactions independently and becoming the primary interface between customers and the business.
In this session, Chris Arnold will explore how leading contact centers are redefining frontline responsibilities and building operating models that allow automation to grow without losing control.
You'll learn:
- How AI agents are reshaping frontline responsibilities
- How human roles shift toward guidance, oversight, and improvement
- What effective human and AI collaboration looks like in daily operations
- How to scale automation without sacrificing trust or control
Meet the Team
Prior to ASAPP, Chris spent 20 years leading contact center strategy and technology implementation for Verizon and Alltel, leading staff operations, and managing desktop automation and augmentation.
Justin currently leads the Solutions Engineering team as ASAPP. He has spent 14 years in CX, with previous experience at Liveperson and IBM. Justin brings a wealth of knowledge on how to make sure your tech stack is set up to help you create the experiences your customers deserve.
What can ASAPP do for you?
GenerativeAgent® is the most capable customer service AI agent you’ve ever met. It resolves complex customer issues on its own over voice or chat. Using an innovative human-AI collaboration model, if it gets stuck, it asks a human for help - without making the customer start over.
Faster service for your customers
GenerativeAgent is on duty 24/7 and scales instantly to meet demand.
First contact resolution
Shorter queues for your agents
Save your human agents for higher-value interactions.
Self-service increase
Lower costs for your contact center
Gain limitless capacity to serve customers without increasing costs.
Cost reduction per chat
