VOCO Grand Hotel

Event title: Beyond the Bot: The Agentic Step-Change
Strapline: A breakfast session for Scotland’s contact centre leaders on moving from conversational AI to agentic AI.
Join Ciklum and the Scotland Contact Centre Forum for a breakfast session exploring the shift from AI that answers to AI that does. We’ll unpack why high containment doesn’t always mean high resolution, and what it takes to move from chat-only automation to agentic AI that can execute tasks, update systems and orchestrate workflows end to end.

Description:

• For the past decade, contact centres have measured AI success mainly through containment rates in text-based chat. But deflecting a customer isn’t the same as solving their problem, and bots built only to answer FAQs and route queries hit a wall the moment a customer needs something more complex done across multiple systems.
• The industry is now shifting from AI that answers to AI that does. Agentic AI goes beyond conversation: it executes tasks, updates CRM data, processes transactions and orchestrates workflows proactively and autonomously on behalf of the customer.
• At this breakfast session, Ciklum will share its perspective on this shift, and walk through a real-world case study, moving from a basic chatbot to an advanced voice go-live. We’ll cover the catalyst for change, the technology stack, and the gap that transitioning to voice revealed between simply chatting and autonomously acting.