Techsommet AI & The Next Era Contact Centers

February 3, 2026

Speakers:

Bobby Kovalsky

Senior Manager, Insights and Strategy, ASAPP

About the webinar

It's Not Me, It's You: Breaking Up with Legacy CX & AI That Doesn't Deliver

For years, contact centers have invested in chatbots, IVRs, CCaaS platforms, and “AI-powered” tools that promised transformation, yet customers often repeat themselves, agents remain overwhelmed, and most AI fails to truly resolve problems. As expectations rise, CX leaders are recognizing a hard truth: the issue isn’t effort or intent, it’s the legacy CX and AI architectures themselves.

This session explores why traditional conversational AI and automation models are no longer sufficient, and why the next era of contact centers requires a shift toward systems built for reasoning, action, transparency, and human collaboration. Attendees will examine the limitations of legacy CX approaches, learn what differentiates agentic AI from earlier generations of automation, and understand how enterprises are evolving beyond containment-focused strategies.

Rather than focusing on hype or tools, this discussion offers a practical framework for evaluating current CX investments and charting a realistic path toward faster resolution, safer automation, and more empowered teams.

What you'll learn:

Why legacy CX and AI systems fail to deliver resolution, even when heavily automated.

Frameworks for evolving from conversational automation to AI-driven problem resolution without ripping and replacing existing systems.

How agentic AI, human oversight, and observability work together to enable safe, enterprise-scale CX transformation.

Guidance for CX and technology leaders navigating organizational, operational, and trust challenges in the next era of intelligent contact centers.

About the speakers

Bobby Kovalsky

Senior Manager, Insights and Strategy, ASAPP

Register here

Watch the webinar

Explore other webinars

For decades, customer experience leaders have been asked to choose between technology and humanity—digital or voice, automation or empathy, efficiency or satisfaction. But those trade-offs are disappearing. Today’s AI breakthroughs make it possible to achieve both, redefining what it means to be an agent in an “agentic enterprise.”

Join us to see how ASAPP is already helping customers build the agentic enterprise today.

January 15, 2026

2pm EST

Get the eBook

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What you'll learn

Why legacy CX and AI systems fail to deliver resolution, even when heavily automated.

Frameworks for evolving from conversational automation to AI-driven problem resolution without ripping and replacing existing systems.

How agentic AI, human oversight, and observability work together to enable safe, enterprise-scale CX transformation.

Why legacy CX and AI systems fail to deliver resolution, even when heavily automated.

Frameworks for evolving from conversational automation to AI-driven problem resolution without ripping and replacing existing systems.

How agentic AI, human oversight, and observability work together to enable safe, enterprise-scale CX transformation.

Guidance for CX and technology leaders navigating organizational, operational, and trust challenges in the next era of intelligent contact centers.

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Techsommet AI & The Next Era Contact Centers

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