Humans in the Loop, Bots on the Clock: Building a Balanced CX Team - ERP Spain.com - España y América Latina

As AI agents, voice bots, and automation continue to take on a bigger role in customer service — from taking complex tasks to making decisions in real time—the need for thoughtful human oversight becomes more critical, not less. How can organizations design better customer experiences where AI agents and human agents work together intelligently? Join this fireside chat discussion to discover how to evaluate and measure performance across both human and AI agents. Because when bots are handling real interactions, customers see them as part of your service team—and bots shouldn’t get a free pass just because they don’t take coffee breaks. That means including them in quality programs, coaching efforts, and performance metrics. Attend this live session for a practical conversation on how to bring humans and automation into better alignment and deliver a customer experience that’s greater than the sum of its parts. In this discussion, you will learn: * How to design workflows that keep humans meaningfully in the loop * Best practices for evaluating performance across both AI and human agents—without silos * Why aligning automation, coaching, and quality programs leads to a stronger, more flexible CX operation