SPEAKER

Hari Kishan

A technology and transformation executive specializing in Voice AI, Agentic AI, data, analytics, cloud, and customer experience, they have delivered more than $2 billion in enterprise impact and helped enable a $6 billion market opportunity through AI commercialization and decision redesign. They have led global teams of more than 100 people across the United States, Canada, and Asia, and advise boards and founders on growth, go-to-market strategy, AI governance, technology, and customer experience. They are also the author of the bestselling book The Thinking Voice, which explores Voice AI design patterns and the modernization of contact centers through well-governed Agentic AI.

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Hari Kishan: Contact center as a service with GenAI

Contact Centers are moving beyond traditional IVR menus and scripted chatbots. The modern conversational platforms can understand intent, accessing enterprise systems, adding emotions to the response etc. In this session, I will share how we built expressive Voice experience that adds tone, emotions, pacing, conversational personality to contact center bot making interactions significantly more human. We will also touch examine next gen speech to speech frontiers that can listen, reason, handle interruptions, provide backchannel responses, execute tools during live conversation. But when machines become more human, trust becomes more important than realism. We will explore practical governance for enterprise Voice AI including caller disclosure, consent based Voice Cloning, VoiceBiometrics, Prompt injection protection, PII handling, synthetic audio, digital resurrection etc. The future of contact centers is not simply automation. It is building Voice experiences that are expressive, intelligent secure, transparent and trustworthy.

3:15 pm

3:45 pm

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