Simon Adnett

Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive, dives into the real challenges of AI in customer experience. He discusses the dangers of automating broken processes and emphasizes the necessity of understanding before implementing AI. Simon reveals how automated evaluation empowers quality assurance teams and addresses failure demand, which can be tackled before it impacts customers. He also shares insights on leveraging real-time agent assist tools to enhance onboarding while keeping agents engaged, showcasing AI's potential to drive meaningful results.