Many contact centers have experimented with AI, but few have seen meaningful results. In this episode of The Contact Center Gurus Podcast, Darren Prine is joined by Adam Fenwick, SVP of Global Alliances at Boost.ai, to explore why conversational AI succeeds in some organizations and fails in others. They unpack real examples of AI deployments across chat and voice, discuss why strategy and conversation design matter more than quick pilots, and explain how regulated industries can safely achieve high automation rates without sacrificing trust or compliance. This episode is a practical guide for CX and contact center leaders who want to move beyond experimentation and deploy AI that customers actually use and trust.
Guest: Adam Fenwick, SVP Global Alliances, Boost.ai
Topic: Conversational AI in contact centers
Focus: Strategy, design, regulation, and scale
Audience: CX leaders, contact center executives, IT and digital leaders