BNA - September 2026 Meeting

Theme: Maintaining Customer Satisfaction & Agent Engagement When Deploying Core AI Technologies

1. What’s actually deployed in agent assist

   Share how companies are using real-time guidance, knowledge recommendations, AI-drafted responses, and after-call automation—and what has moved from pilot to production.

2. Adoption, resistance, and the agent experience

   Discuss what encourages agents to use these tools, where resistance arises, and whether agents experience AI as helpful support or added oversight.

3. Measuring agent assist’s impact

   Explore changes in customer satisfaction, resolution rates, handle time, quality, training time, and agent engagement. Share which measures reveal meaningful improvements.

4. Conversational AI and self-service: what you’re adding, and why

   Compare approaches to chatbots, voice bots, help centers, and support through consumer AI platforms. Discuss which customer needs each approach serves and how companies distinguish containment from successful resolution.

5. How automation changes the work left for agents

   Examine what happens when simpler inquiries are automated and agents handle more complex or emotionally demanding issues. Share adjustments to staffing, training, compensation, workload, and career development.

6. Closing the loop on customer satisfaction

   Discuss how to evaluate self-service, voice, and chat experiences separately, identify unresolved issues, and capture feedback from customers who never reach a human agent.