IMPACT series
From IVR to Intelligent Routing: A build-on-top plan that de-risks the journey
Register NowThursday, October 30th
9:00 am PT | 12:00 pm ET
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Everyone wants to replace the IVR. Few are actually ready. The fastest path isn’t a rip-and-replace—it’s layering AI Agents on top of what you have, proving value, and then graduating away from the IVR with a plan.
Join Observe.AI’s Jacquie Kenney and Sneha Iyer with guest speaker Michael Pace (President, NorthEast Contact Center Forum & 2022 CCW Contact Center Leader of the year) to walk through a real-world journey: where to start, how to avoid a spaghetti architecture, and what metrics unlock trust across IT, Ops, and Finance. You’ll leave with a blueprint your team can ship in weeks—not quarters—and a clear path to retire your IVR when the data says “go.”
What you'll learn:
Pick the first domino: Identify 1–2 high-impact intents for AI Agents (containment, authentication, status checks) that prove value fast.
Build on top, cleanly: Use APIs and routing to layer AI without creating an IVR+AI hairball.
Make trust measurable: Instrument latency, containment, CSAT/CES, AHT, and deflection—tie to dollars so Finance leans in.
Govern from day one: Versioning, rollback, RBAC, redaction, audit logs—so pilots don’t stall on security.
Plan the off-ramp: Criteria to graduate from “AI on top of IVR” to “AI instead of IVR,” including change-management for agents and QA.
Register Now!
Date: Thursday, October 30th
Time: 9:00 am PT | 12:00 pm ET
