AI That Works: How to Power Agents and Automate the Rest

AI is reshaping the contact center—but not the way most people think. Join experts from RingCentral and Balto to answer one question: Where should humans stay in the loop, and where should AI take over?

We’ll break down what’s working today, what’s not, and how leading contact centers are drawing the line between human judgment and AI automation. You’ll walk away with a clear framework for building an AI strategy that actually delivers—without overpromising or getting stuck in pilot purgatory.

Discussion points:

• AI Workforce vs Human Workforce – A clear model for dividing labor in the modern contact center.
• Avoiding the AI Pilot Trap – Why most implementations stall, and what to do differently.
• AI for Speed, Humans for Strategy – Where it thrives and where it still falls short.
• Rethinking Agent Roles – What happens when agents stop handling repetitive tasks.
• The 2025 Forecast – What contact centers will look like in the next 12–18 months—and how to get ahead of it.