BEGIN:VCALENDAR VERSION:2.0 PRODID:-//wp-events-plugin.com//7.4.3//EN TZID:Europe/London X-WR-TIMEZONE:Europe/London BEGIN:VEVENT UID:278@contactcentreforum.co.uk DTSTART;TZID=Europe/London:20260924T090000 DTEND;TZID=Europe/London:20260924T110000 DTSTAMP:20260820T124828Z URL:https://contactcentreforum.co.uk/events-page/beyond-the-bot-the-agent- step-change/ SUMMARY:"Beyond the BOT: The Agent Step-Change DESCRIPTION:Agenda (09:00 - 11:30)\n\n 09:00 - 09:30: Breakfast &\; Net working. Arrival\, breakfast served\, informal networking.\n 09:30 - 09:3 5: Welcome - Jane Thomas Scotland Contact Centre Fourm\n 9:35 - 09:55: We lcome and introductions - Ciklum\n 09:55 - 10:15: "The Chat-Only Decade" to "The Agentic Step-Change".\n 10:15 - 10:40: Case Study: G&\;A Partn ers' Journey From Chat to Voice go-live\,  live demo and Q&\;A.\n 10: 40 - 11:15: Breakout Groups &\; Feedback\n 11:15 - 11:30: Summary & \; Close. Key insights from the morning.\n\nBeyond the Bot: The Agentic St ep-Change\nA breakfast session for Scotland's contact centre leaders on mo ving from conversational AI to agentic AI.\n\nJoin 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 al ways mean high resolution\, and what it takes to move from chat-only autom ation to agentic AI that can execute tasks\, update systems and orchestrat e workflows end to end.\n\n For the past decade\, contact centres have me asured 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 custom er needs something more complex done across multiple systems.\n The indus try is now shifting from AI that answers to AI that does. Agentic AI goes beyond conversation: it executes tasks\, updates CRM data\, processes tran sactions and orchestrates workflows proactively and autonomously on behalf of the customer.\n At this breakfast session\, Ciklum will share its per spective 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 cataly st for change\, the technology stack\, and the gap that transitioning to v oice revealed between simply chatting and autonomously acting.\n ATTACH;FMTTYPE=image/jpeg:https://contactcentreforum.co.uk/wp-content/uplo ads/2026/08/images.jpeg CATEGORIES:Add event to Homepage slider,Training LOCATION:VOCO Grand Hotel\, 99 Gordon Street\, Glasgow\, G1 3SF\, United Ki ngdom X-APPLE-STRUCTURED-LOCATION;VALUE=URI;X-ADDRESS=99 Gordon Street\, Glasgow\ , G1 3SF\, United Kingdom;X-APPLE-RADIUS=100;X-TITLE=VOCO Grand Hotel:geo: 0,0 END:VEVENT BEGIN:VTIMEZONE TZID:Europe/London X-LIC-LOCATION:Europe/London BEGIN:DAYLIGHT DTSTART:20260329T020000 TZOFFSETFROM:+0000 TZOFFSETTO:+0100 TZNAME:BST END:DAYLIGHT END:VTIMEZONE END:VCALENDAR