As businesses race to deploy AI-powered self-service, voicebots, and agentic AI, a critical question remains unanswered: are organizations scaling innovation faster than they can control risk?
In this exclusive session, Beth Schultz, vice president of research and principal analyst at Metrigy, and Amitha Pulijala, chief product officer at Cyara, unpack the findings of Metrigy’s latest “Business Value Analysis of CX Assurance,” based on in-depth interviews with those operating some of the world’s largest contact centers.
The research reveals a stark reality: 48.4% of organizations now say new AI risks are the top driver for CX assurance adoption, while 77% believe AI testing and monitoring tools are essential to their CX strategy. But the most compelling insight lies in what top performers are doing differently – detecting AI defects 300% faster, saving millions in operational and escalation costs, and preventing failures before they ever reach production or affect customers.
During this session, you’ll gain a clear view into how leading enterprises protect revenue, brand trust, and customer experience as AI becomes deeply embedded across voice and digital channels.
