How AI is Helping Employees Resolve Realtime Issues in Contact Centres

Equipping Employees to Resolve Realtime Issues: Webinar Summary

In a recent Executive Leaders Network webinar, hosted in partnership with Uniphore, a panel of digital transformation leaders explored how generative AI is being adopted across contact centres and business functions to support employees in resolving realtime issues. The discussion was moderated by Peter Dorrington, ELN moderator, and included expert insights from Kalyan Tummala (VP of Product Marketing at Uniphore), Marcin Roth (Cyber Security & Transformation Leader at Currys), and Shruti Ahuja (Head of BI & Analytics at Virgin Media).

This blog outlines the major takeaways from the session and offers a summary of the panel discussion, as well as a Q&A section with SEO-optimised content to drive interest in the on-demand version of the webinar.

Introducing the Speakers

Peter Dorrington

As the moderator and representative of Executive Leaders Network, Peter guided the discussion with focus on AI’s operational impact and the evolution of contact centre environments.

Kalyan Tummala – VP of Product Marketing, Uniphore
With experience spanning SaaS and enterprise infrastructure, Kalyan offered a comprehensive overview of Uniphore’s conversational AI platform and its applications across customer service.

Marcin Roth – Cyber Security & Transformation Leader, Currys
Marcin brought a risk management and compliance perspective, discussing AI implementation across operational and cybersecurity functions.

Shruti Ahuja – Head of BI & Analytics, Virgin Media
Shruti shared use cases highlighting how AI is transforming analytics and decision-making within large, data-rich enterprises.

Key Themes from the Discussion

1. The Shift from Reactive to Proactive Customer Service

Kalyan set the scene by describing the challenge contact centres face today—customer expectations are rising, and legacy systems and static scripts are failing to deliver. He outlined how Uniphore is helping businesses move from reactive models (responding to calls) to proactive approaches that predict likely customer queries and support agents with real-time guidance.

This shift is only possible with AI that can listen, interpret, and guide—not just automate responses but shape interactions.

2. Real-Time Agent Assistance

Uniphore’s agentic AI platform empowers customer service representatives by:

• Providing real-time prompts based on live call data.
• Offering proactive knowledge suggestions.
• Automatically summarising and logging calls.
• Allowing managers to monitor and intervene as needed.

Kalyan explained how this transition away from rigid scripts improves agent efficiency and reduces burnout, especially in high-pressure contact environments.

Marcin echoed this from an enterprise security perspective, noting that augmentation tools can support staff without introducing additional risk—if implemented with governance.

3. Augmentation vs Automation

The panel discussed the difference between automation (replacing tasks) and augmentation (enhancing human decision-making). Marcin shared findings from Currys’ internal research, where 66% of employees reported improved quality and precision in their work due to AI tools.

Shruti added that in her team at Virgin Media, AI is allowing analysts to become editors and reviewers of output, rather than spending hours manually interpreting reports.

4. AI as a Catalyst for Business Transformation

Shruti shared a case in which automated fraud detection flagged an issue before customer complaints arose—enabling a resolution within three days. AI’s ability to identify patterns across large data volumes surfaced insights that would otherwise go unnoticed.

Both Marcin and Kalyan added that AI-powered analytics unlock deeper understanding of customer behaviours, revealing both risks and commercial opportunities.

Compliance, Governance, and Adoption Challenges

While the benefits are clear, successful deployment depends on governance. Shruti discussed her team’s emphasis on access control and maintaining a single source of truth across analytics functions. Marcin spoke about managing risk posture, especially when handling personally identifiable or financial data.

AI adoption also requires cultural change. Kalyan emphasised the importance of embedding tools into existing workflows so they don’t feel like an additional burden. Adoption improves when employees see clear value and simplicity in new tools.

Customer Use Cases from Uniphore

Kalyan shared case studies from Farmers Insurance and Valera Health. In both instances, Uniphore’s AI helped:

• Reduce agent training time by over 80%.
• Improve issue resolution time.
• Automate post-call summaries.
• Reduce time spent searching for answers.

Takeaway Insights

1. Real-time AI guidance transforms agent workflows – agents benefit from live prompts, automated summaries, and faster access to information.
2. AI enables proactive service – businesses can predict and prepare for customer queries before they arise.
3. Augmentation is as important as automation – AI helps employees focus on higher-value tasks.
4. Data must lead to action – insight without execution is worthless. AI helps translate analytics into clear decisions.
5. Governance must scale with transformation – access control, compliance checks, and risk monitoring must be embedded.
6. Adoption depends on simplicity – employees embrace AI when it fits seamlessly into their current way of working.

Webinar Q&A: AI Adoption in Contact Centres

Q: How are contact centres using generative AI to shape richer conversations with customers?
A: Contact centres are combining generative AI with contextual data to offer dynamic, outcome-driven prompts for agents. This ensures the conversation feels personalised rather than scripted. The AI also retrieves relevant knowledge in realtime, reducing hold times and enhancing customer satisfaction.

Q: What’s the difference between automation and augmentation in AI deployments?
A: Automation replaces repetitive tasks. Augmentation supports employees in doing complex work more efficiently. In contact centres, augmentation helps agents resolve queries faster with real-time support, while automation handles call summaries and after-call tasks.

Q: How can organisations support AI adoption across teams?
A: Start with tasks employees already do and find ways to simplify them with AI. Avoid introducing completely new workflows. Communicate how AI benefits individual roles and embed tools into existing systems.

Q: What governance considerations are critical when deploying AI?
A: Maintain access controls, ensure data lineage, and implement AI with explainability. Regular audits, compliance frameworks, and version control systems are essential.

Q: Can you give an example of AI turning data into action?
A: One Uniphore customer used real-time speech analysis to flag churn risk mid-call. The agent received a prompt to offer a retention incentive, successfully saving the account. This real-time alert turned sentiment data into direct customer action.

Watch the On-Demand Webinar

To explore these insights in greater detail, watch the full on-demand webinar here.

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