AI agents hold great promise for contact centers, but early use case selection can make or break success. Go with the wrong ones, and you risk stalled momentum, wasted resources, and organizational doubts. Start with the right ones, and you build trust, rally internal support, and prove value for broader adoption.
In this fireside chat, Bobby Kovalsky, Senior Manager of Insights and Strategy at ASAPP, joins Hilary Scherer, Technology Director for GenerativeAgent at ASAPP, to share how you can identify AI agent use cases that deliver quick wins and long-term impact. They’ll discuss common misconceptions, key selection criteria, prerequisites for success, and when (and why) to involve human-in-the-loop workflows.
What you’ll learn:
Why first use cases are high-stakes and how to choose wisely
Common mistakes to avoid when selecting AI agent opportunities
Criteria for evaluating high-impact vs. low-value use cases
How to measure early success and adjust when goals aren’t met