During his session, Robert explored how AI agents are changing the way organisations manage and deliver customer service.

Rather than introducing separate automation tools for every channel, organisations can use connected AI agents to support customer interactions across voice, chat, and email. The session focused on how this approach can help teams improve efficiency, deliver more consistent service, and scale automation securely.

Key themes included:

• AI agents across voice, chat, and email

• Automating repetitive customer-service processes

• Improving service efficiency and response times

• Delivering consistent experiences across channels

• Scaling AI within enterprise environments

• Supporting secure and controlled AI deployment

• Connecting AI initiatives with wider service-transformation priorities

Beyond the presentation, Robert and Maciej spent the day meeting attendees and discussing their current customer-service and technology priorities.

These conversations covered practical questions such as:

• Where AI agents can create the greatest operational value
• Which customer-service processes should be automated first
• How voice, chat, and email automation can work together
• How organisations can balance innovation with security
• What is required to move from an initial AI use case to scalable deployment

The event provided a valuable setting for conversations between customer-service, IT, cybersecurity, and business leaders about the responsible adoption of enterprise AI.