As customer expectations rise, enterprises are investing heavily in AI-driven engagement — yet many critical processes still stall between intent and outcome. Conversational AI can understand and engage, but when workflows demand identity checks, multi-step logic, regulatory controls, or backend execution, too often the experience breaks — leading to customer abandonment, rework, and compliance risk.

At this roundtable, we’ll explore the challenges organizations face when transitioning from automation that talks to automation that finishes the job. Rather than pitching a product, we’ll discuss practical strategies and real world examples for:

• Understanding the automation gap in CX — why conversational AI alone isn’t enough when customer journeys require deterministic completion and audit-ready compliance.
• Redefining success metrics for contact center automation: from intent capture to verified outcomes (e.g., completed payments, validated identity, compliant disclosures) that reduce friction and risk.
• Balancing automation with human expertise — how smarter agent interactions and digital-assisted collaboration can improve resolution quality, reduce handle time, and elevate customer satisfaction.
• Compliance as a CX differentiator — designing journeys that adhere to regulatory guardrails without compromising ease or speed of interaction.
• Every participant will also get access to a free AI workflow audit that we'll complete as a group in real time (with recommendations upon completion!)