Everyone wants to replace the IVR. Few are actually ready. The fastest path isn’t a rip-and-replace—it’s layering AI Agents on top of what you have, proving value, and then graduating away from the IVR with a plan.
Join Observe.AI’s Jacquie Kenney and Sneha Iyer with guest speaker Michael Pace, President of the Northeast Contact Center Forum, and 2022 CCW Contact Center Leader of the Year, to walk through a real-world journey: where to start, how to avoid a spaghetti architecture, and what metrics unlock trust across IT, Ops, and Finance. You’ll leave with a blueprint your team can ship in weeks—not quarters—and a clear path to retire your IVR when the data says “go.”
What you’ll learn:
- Pick the first domino: Identify 1–2 high-impact intents for AI Agents (containment, authentication, status checks) that prove value fast.
- Build on top, cleanly: Use APIs and routing to layer AI without creating an IVR+AI hairball.
- Make trust measurable: Instrument latency, containment, CSAT/CES, AHT, and deflection—tie to dollars so Finance leans in.
- Govern from day one: Versioning, rollback, RBAC, redaction, audit logs—so pilots don’t stall on security.
- Plan the off-ramp: Criteria to graduate from “AI on top of IVR” to “AI instead of IVR,” including change-management for agents and QA.
