Beth Schultz, VP of Research and Principal Analyst at Metrigy, explores how healthcare organizations can use virtual agents to strike a balance between automation and a personal touch.
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Ensuring autonomous workflows perform with consistent reliability and accuracy is core to customer experience; CX assurance tools can help.
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Kick off the year with Metrigy analysts, who share what’s top of mind for them in customer experience and workplace collaboration as 2026 gets underway.
Beth Schultz, VP of research and principal analyst at Metrigy, explores how high-impact, low-effort, and perfectly personalized interactions can become the norm with virtual associates on the job.
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An early pioneer with AI for communications platforms, Dialpad is now headed firmly into an agentic, fully autonomous future with a skills-based approach that will lead to a rich portfolio of granular service and support agents. What does this mean for the future of CX, including AI agents and their human counterparts? CEO Dialpad Craig Walker joins Metrigy’s Beth Schultz to share his vision.
Research shows that gen AI search delivers measurable CX gains, increasing the need to get knowledge management right.
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But, AI and other CX technologies aren’t replacing people – they’re making them better, smarter, faster and more successful.
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AI search, AI assistance, and AI tools for keeping content up to date are all essential to knowledge management for CX today.
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In this podcast episode, Robin Gareiss and Devon Mychal discuss the evolution and impact of AI in contact centers, focusing on Cresta’s use of generative and agentic AI. They explore the definitions and distinctions between traditional AI and agentic AI, highlighting the proactive capabilities of agentic systems. The conversation delves into real-world applications, business value, and the future potential of AI in enhancing customer experience and operational efficiency.
Pristine knowledge content is essential for evolving from simple conversational chatbots to fully agentic AI agents that act on customers’ behalf.
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