[Webinar] Learn how Assurant is scaling AI in the contact center
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Should you buy an AI agent or build your own?

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April 18, 2025
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18 minutes
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About the webinar

AI agents are already transforming customer service in some contact centers. But deciding whether to build your own AI agent or buy an enterprise-ready solution can be a tough call. This guide can help you weigh the technical, operational, and strategic considerations behind each path. Whether you're equipped with in-house AI capabilities or exploring third-party options, this ebook offers a clear-eyed view of the trade-offs so you can make the best decision for your business.

What you'll learn:

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What it really takes to build a safe, production-ready AI agent
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Which capabilities are non-negotiable for enterprise-grade AI performance
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Why human-in-the-loop design is essential for long-term success
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The factors that should drive your ROI calculations
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About the speakers

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Should you buy an AI agent or build your own?

AI agents are already transforming customer service in some contact centers. But deciding whether to build your own AI agent or buy an enterprise-ready solution can be a tough call. This guide can help you weigh the technical, operational, and strategic considerations behind each path. Whether you're equipped with in-house AI capabilities or exploring third-party options, this ebook offers a clear-eyed view of the trade-offs so you can make the best decision for your business.

Download the eBook
Download the eBook

What you'll learn

01

What it really takes to build a safe, production-ready AI agent

02

Which capabilities are non-negotiable for enterprise-grade AI performance

03

Why human-in-the-loop design is essential for long-term success

01

What it really takes to build a safe, production-ready AI agent

02

Which capabilities are non-negotiable for enterprise-grade AI performance

03

Why human-in-the-loop design is essential for long-term success

04

The factors that should drive your ROI calculations

05

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Forrester vision report: Tacit knowledge will power the AI-led contact center

To scale automation while elevating customer service quality, AI needs human insight. This Forrester Vision Report outlines how contact centers can unlock the full potential of AI by capturing agents’ tacit knowledge and evolving agent workspaces to support AI-led, human-backed interactions.

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Forrester conversation intelligence solutions for contact centers landscape, Q1 2025

Conversation intelligence solutions are transforming contact centers by enhancing agent performance, automating insights, and improving customer interactions. In Forrester’s The Conversation Intelligence Solutions for Contact Centers Landscape, Q1 2025 report, ASAPP has been recognized among notable vendors. Access the complimentary report to explore market trends, how vendors differ, and the key factors to consider when evaluating conversation intelligence solutions for your business.

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Evaluating generative AI agents for your contact center

Choosing the right generative AI agent for your contact center isn’t easy. The marketing spin from every tech vendor sounds the same. That makes a fair comparison of solutions more difficult than it ought to be. But one thing is clear, asking the right questions leads to better information. Download the ebook to learn what to ask and what to look for in the answers so you can make the right choice for your business.

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22 min

Should you buy an AI agent or build your own?

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AI agents are already transforming customer service in some contact centers. But deciding whether to build your own AI agent or buy an enterprise-ready solution can be a tough call. This guide can help you weigh the technical, operational, and strategic considerations behind each path. Whether you're equipped with in-house AI capabilities or exploring third-party options, this ebook offers a clear-eyed view of the trade-offs so you can make the best decision for your business.

Transform your enterprise with generative AI • Optimize and grow your CX •
Transform your enterprise with generative AI • Optimize and grow your CX •