April 8, 2026
Contact center leaders spent $2.1B on AI tools last year. A significant portion of that investment is actively degrading productivity because organizations lack a clear framework to evaluate where AI truly adds value versus where it introduces friction.
This session cuts through vendor promises to highlight which operational functions benefit from AI, which do not, and how to measure the difference before making your next investment.
Etech’s Session: Half Your AI Budget is Going to Tools That Make Your Agents Slower
Etech’s Session Led by:
- Jim Iyoob, President at ETSLabs and CRO at Etech
- Shawndra Tobias, Chief Data Strategy Officer at Etech
- Manu Dwievedi, AVP at Etech and ETSLabs
What to Expect at the Expo:
- A decision framework to evaluate AI tools across contact center functions
- Implementation patterns for agent-assist tools that improve productivity without added cognitive load
- Methods to measure AI effectiveness based on productivity outcomes—not just adoption
- Common deployment failures and how to avoid them
- Change management strategies that build agent trust in AI workflows
Stay tuned for more updates!