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Podcast: The AI in Business Podcast
Episode: Operationalizing Customer Service at Scale with Outcome-Driven Agentic AI - with Craig Walker of Dialpad
Description: Customer service leaders face rising pressure to resolve more interactions faster, while maintaining high-quality experiences — and many legacy systems and processes can't keep up. In this episode, Craig Walker, CEO of Dialpad, joins Daniel Faggella, Emerj CEO and Head of Research, to break down how AI can augment human agents to handle routine requests like order status and password resets, freeing teams to focus on complex issues. He shares actionable strategies for enterprise leaders, from cleaning knowledge bases and analyzing ticket patterns to running controlled pilots and scaling AI agents across the organization. Craig also explains how AI can coach ag...