Don’t Call It a Bot: Agentic AI Is the New Frontline

🎯 Why agentic AI isn't just smarter — it's a game-changer for the contact center.

The AI revolution in customer experience is moving fast — and it's leaving chatbots behind. In this compelling conversation, Rob Scott, Publisher at CX Today, sits down with Calvin Hohner, Lead Product Manager at Dialpad, to unpack agentic AI — a term you’ve probably heard, but might not fully understand. Forget static, rule-based bots. This is about AI that acts, not just responds — reducing agent burnout, boosting ROI, and transforming how businesses operate on the frontlines of customer service.

With actionable intelligence, agentic AI is now rescheduling appointments, verifying patients, completing transactions, and even writing directly to enterprise systems.

Calvin also reveals why voice is re-emerging as the UX of the future, and how agentic systems are making context-aware, omni-channel support a reality — not just a promise. Whether you're skeptical or curious, this interview provides a clear-eyed look at what’s hype and what’s real, and how CX leaders can think beyond buzzwords to deliver measurable business impact.

Highlights include:

🔍 “Don’t Call It a Bot” — What truly separates agentic AI from chatbots and generative assistants

🧩 Use Cases in Action — Real-world examples in healthcare, logistics, and customer support

🎙️ Voice-Led Interactions — Why voice is returning as a powerful interface for natural language AI

📈 ROI & Readiness — How CX leaders should think about outcomes, not just tools

🚀 NEXT STEPS:
Want to learn how agentic AI can streamline your customer journeys and deliver ROI? Visit dialpad.com