Virtual Roundtable for IT Leaders

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

Date

Wed, April 23, 2025

Time

2:00 p.m. CT

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.
Christine Mundle (1)

Speaker

Christine Mundle

Advanced Digital Engagement Account Executive

RingCentral
Marc Bernstein (1)

Speaker

Marc Bernstein

CEO & Founder

Balto
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Moderator

Rob Strickland

Former CIO, T-Mobile

CEO & President, M37

Register here

About RingCentral

RingCentral is a global leader in AI-powered trusted business communications, contact center, revenue intelligence, video and hybrid event solutions. RingCentral empowers businesses with conversation intelligence and unlocks rich customer and employee interactions to provide insights and improved business outcomes. With decades of expertise in reliable and secure cloud communications, RingCentral has earned the trust of hundreds of thousands of customers and millions of users worldwide.


Balto is the AI Workforce for the Contact Center.

It doesn’t support your team. It is your team—for the tasks humans shouldn’t have to do. Balto handles structured, high-volume work across conversations: surfacing insights, scoring QA, flagging compliance, guiding agents in real-time, generating notes, and more.

Supervisors use it to coach smarter.
QA teams use it to audit everything.
Executives use it to move fast on what matters.

Get your AI Workforce →https://balto.ai