Dion Nicholas

Founder, president, and executive chairman of Forethought, an advanced agentic AI for customer experience software provider. Regularly appears on TV to discuss new AI trends and news.

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Apr 22, 2025 • 18min

Why Most AI in CX Is Missing the Mark—and What Comes Next

Dion Nicholas, founder of Forethought and AI expert, dives into the limitations of current chatbots, revealing that 77% of support inquiries need more than just FAQs. He introduces agentic AI, designed to handle complex requests and enhance customer experience. The conversation also highlights the future of proactive AI that anticipates needs, the importance of personalized interactions without compromising trust, and the potential for AI to communicate in human-like ways. This engaging dialogue is a must-listen for anyone interested in the evolution of AI in customer service.

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