Adam Fenwick

Adam Fenwick, SVP of Global Alliances at Boost.ai, explores the intricacies of conversational AI in contact centers. He highlights common pitfalls like rushing deployments and inadequate conversation design that lead to failures. Adam advocates for a strategic, multi-channel AI approach and discusses the importance of balancing generative models with accuracy. He shares success stories from telecom and healthcare, showcasing significant ROI and improved customer satisfaction through well-designed virtual agents. His key takeaways emphasize thorough planning and vendor diligence for optimal outcomes.