Redefining AI with Empathy & Agent Empowerment - Graia

How Graia is tackling the $75B empathy gap in customer experience.

In this interview, CX Today Deputy Editor Rhys Fisher sits down with Sahil Rekhi, CRO at Graia, to discuss how the company is reimagining customer experience by blending AI empathy with agent empowerment.

With decades of industry expertise and a bold vision, Graia aims to close the gap between automation and authentic human interaction.


Customer experience is evolving fast – but too often, technology investments fail to deliver real value.

In this interview, Graia’s CRO Sahil Rekhi breaks down why empathy-driven AI is the missing link and how Graia’s platform is setting a new standard for both customers and agents.

What you’ll learn in this interview: 

• Why most AI deployments stall at pilot stage, and how to avoid the trap. 
• How Graia’s Agentic Experience Platform blends omni-channel, opti-channel, and multimodal interactions. 
• The role of AI-powered empathy in reducing attrition, boosting CSAT, and driving revenue growth. 
• Why the future of CX isn’t about AI replacing humans, but empowering them. 

By the end, you’ll see why Graia believes empathy isn’t just a buzzword; it’s a competitive advantage that could reclaim billions in lost revenue.

Next Steps:

Watch the full interview to see Graia’s approach in action. 

Subscribe to CX Today for more exclusive insights. 

Explore Graia’s platform to discover how empathy-driven AI can transform your CX strategy.