Roundtable Title: Build Agentic AI for Faster Resolutions & Frictionless Customer Care

Today’s customers expect seamless, personalized support across every channel, often beginning outside of owned platforms, while contact centers face rising costs, fragmented systems, and increasing regulatory pressure. As expectations grow, organizations are struggling to balance efficiency, experience, and compliance, all while questioning how much autonomy AI should truly have in customer interactions.

Leading organizations are shifting from experimentation to intentional design, exploring how agentic AI can move beyond assistive tools to take meaningful action across customer care. This requires rethinking ownership, governance, and accountability in a no-code world, while ensuring data, workflows, and operating models are ready to support AI-driven execution with the right guardrails in place.

Join IBM and a select group of your peers as we discuss how to define the role of agentic AI in customer care, how to balance autonomy with trust and governance, and how to evolve success metrics as AI becomes an active collaborator in delivering faster resolutions and more seamless, frictionless customer experiences.

IBM is a leading global hybrid cloud, AI, and business services provider, serving clients in over 175 countries. We empower organizations to capitalize on data insights, streamline processes, reduce costs, and gain a competitive edge while maintaining a commitment to trust, transparency, responsibility, inclusivity, and service. Our webMethods platform offers a secure hybrid integration service to manage applications and APIs across various environments.