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Agentic AI sounds like magic until you have to ship it inside a real enterprise contact center where every mistake becomes a compliance problem and every bad interaction hits customer trust. From Enterprise Connect, we sit down with Dialpad to unpack how they’re building agentic customer service on top of an end-to-end UCaaS and CCaaS platform, and why having AI deeply integrated into the communications stack matters more than flashy demos.

We dig into the hardest first step: figuring out what to automate. Dialpad explains “skill mining,” a way to analyze your past customer conversations and surface a practical hit list of workflows that are both common and realistically automatable. Instead of guessing which user flows will deliver ROI, you start with the data you already have, then keep refining as new conversations reveal new opportunities.

Then we get into the part that makes or breaks adoption in regulated industries like healthcare and financial services: safety. Dialpad walks through Guardian, a live conversation analyzer designed to protect agentic voice and chat with layers for security and compliance, scope and intent alignment, and frustration detection, plus a built-in path to hand off to human agents when the customer needs it. If you’re evaluating AI for contact centers, customer experience automation, or enterprise-ready agentic AI, this is a practical look at what “trust” really requires. Subscribe, share this with your ops team, and leave a review with the workflow you most want AI to handle next.

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