Discover how generative and agentic AI are transforming the contact center, from enhancing efficiency to delivering intuitive, predictive support.
State of Generative & Agentic AI
February 18 | 12PM ET
Hilary Burcell recently joined Dialpad after nearly two decades of experience as a consultant and advisor to B2B and B2C tech companies. Throughout her career, Hilary has helped companies develop winning competitive intelligence programs and innovative strategies, leveraging deep market analysis and customer insights to drive both product development and go-to-market success.
Day 1: Tuesday, February 18th
2:30 PM Deep Dive: The Cost-Benefit Analysis of AI in 2025
AI is not just a trend - it is a powerful tool that can truly transform experiences. From the agent workflow to the customer interaction, AI has the potential to enhance every aspect of the customer and employee experience. But, it can be daunting for leaders who are trying to navigate their own challenges, while sourcing new technology and working to train agents on the new skills needed for next-generation work.
To support their AI journey, it is helpful to understand a cost-benefit analysis of AI in 2025. Recognizing the initial upfront costs, operational costs and even hidden costs can give leaders an idea of their overall investment. Calculating the ROI and pinpointing key benefits empowers teams to understand the full scope of their desired outcomes.
In this session, Hilary Burcell, PMM Director of Insights at Dialpad, will deep dive into the cost-benefit analysis of AI. She will also share:
- Insight on specific tech features leaders should prioritize
- How to ensure reliability and long-term success
- Key business metrics to understand ROI
