The limitations of traditional rule-based chatbots were clear. Now, a new generation of agentic AI – powered by generative AI and large language models (LLMs) – promises to fundamentally change customer self-service by autonomously taking actions on behalf of customers. But are these agentic systems delivering a better experience without the risks of inaccuracy or inappropriate actions?
In this strategic webinar, you’ll learn the state of the art for agentic AI-powered self-service across all channels. We’ll clarify the difference between conversational AI that simply responds and true agentic AI that can execute tasks, exploring their deployment in both text and voice.
You will discover:
- The functions where agentic AI is proving reliable, accurate, and truly effective today.
- How agentic AI can autonomously handle complex customer requests across channels
- The critical operational and technical risks that remain, and how to govern agentic AI accuracy and behavior.
- Come away with a clear, next-generation framework for continuing to refine your enterprise’s self-service strategy with agentic AI.
Speakers:
Robin Gareiss, CEO and Principal Analyst, Metrigy
Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers.
For 25+ years, Robin has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 1000, developing technology strategies and analyzing how they can transform their businesses. She has developed industry-leading, interactive cost models for some of the world’s largest enterprises and vendors.
Robin leads Metrigy’s Customer Engagement research. She also is a widely recognized expert in the communications field, with specialty areas of contact center, AI-enabled customer engagement, customer success analytics, and UCC. She is a sought-after speaker at conferences and trade shows, presenting at events such as Enterprise Connect, ICMI, IDG’s FutureIT, Interop, Mobile Business Expo, and CeBit. She also writes a blog for No Jitter.
Before starting Metrigy, Robin was President and Co-Founder of Nemertes Research. Prior to that, she shaped technology and business coverage as Senior News Editor of InformationWeek, a leading business-technology publication with 440,000 readers. She also served in a variety of capacities at Data Communications and CommunicationsWeek magazines, where she helped set strategic direction, oversaw reader surveys, and provided quantitative and statistical analysis. In addition to publishing hundreds of research reports, she has won several prestigious awards for her in-depth analyses of business-technology issues. Ms. Gareiss also taught ethics at the Poynter Institute for Advanced Media Studies. Her work has appeared in the New York Times, Chicago Tribune, Newsweek, and American Medical News.
Janet Vito, Senior Vice President of Marketing, Cyara
As a seasoned marketing executive with over 25 years of experience, Janet has excelled in leading high-performing teams to drive revenue growth in dynamic, technology-driven environments. Most recently, Janet was Vice President of Marketing & Sales at uShip, a marketplace that connects people and businesses with logistics carriers. During her tenure, the company’s B2B revenue segment grew significantly through both sales-led and product-led growth motions.
Previously, Janet was Vice President of Marketing at Mitratech, an enterprise B2B SaaS company in the legal and compliance space. While there, she led the entire marketing function, including product marketing, demand generation, marketing operations, corporate communications, and brand. Her career as a marketing leader began at PE-backed Accruent, where revenue tripled during her tenure. Serving as Sr. Director of Marketing, Janet was responsible for building and scaling the product marketing and demand generation functions. She also played a crucial role in the acquisition of eight companies, including communication, integration, and GTM.
Janet resides in Austin, Texas with her family of four. She has a BBA from the University of Texas at Austin and a Masters of Arts from Texas State. In her spare time, she enjoys cooking, the outdoors and occasionally plays the piano.
Seth Johnson, Chief Technology Officer, Cyara
With more than 20 years of experience in software and technology leadership, Seth brings a pragmatic, people-centered approach to building high-performing teams, scaling platforms, and leading complex transformation initiatives.
Prior to joining Cyara, Seth served as chief technology officer at LINQ, where he was responsible for shaping the company’s technology strategy to support growth and innovation in the K–12 education space. Prior to LINQ, Seth held senior technology leadership roles at PDI Technologies and Accruent, where he led global teams through cloud transitions, product modernization efforts, and Agile transformations. His career spans engineering, operations, and architecture, with deep expertise in SaaS, cloud computing, and employee development.
Seth holds a Bachelor of Science degree in business and computer science from Illinois State University and an MBA from Northern Illinois University. Outside of work, he enjoys cooking, working out, and cheering on his favorite teams with his wife and two daughters.
