AI is providing new capabilities for contact centers, but how does this translate into better customer experience? In this session, thought leaders will debate the role of technology in customer satisfaction: Do customers want to do more self-service? Can agents really handle more complex and contentious customer problems, or will they burn out? What tools do we have to improve agent and customer experience, and how do we know they work? You’ll hear competing perspectives and learn what your enterprise has to do if it’s going to deploy technology that makes a difference to the customer, the agent, and the bottom line.