Webinar Overview
AI Agents are not just a better IVR. When connected to customer context, intent signals, and next best action they become a front door to measurable outcomes across customer experience and revenue.
Many organizations invested in chatbots and got deflection, escalations, and frustrated customers. In 2026, the shift is to treat the contact center as more than a service function. It is a high-value customer channel where data and AI can improve resolution and support retention and growth, without compromising trust, governance, or compliance.
In this webinar we covered:
- The top reasons chatbots underdeliver, and what “real” AI Agents do differently.
- The biggest trap in 2026 programmes is treating AI as a CCaaS feature instead of a data and decisioning capability.
- How to deliver personalization customers trust, using broader data points within the enterprise and from external sources.
- Where AI drives measurable revenue impact in servicing, not just cost reduction.
- How to modernize routing with intent, context, and next best action.
- The practical checks that de-risk selection and rollout, security, governance, reporting, and ownership.
About the Panelists
TOMÁS COYNE
Head of Applied AI, Google
Tomás is a go-to-market leader for Conversational AI and Contact Center AI at Google Cloud. He leads Applied AI Solutions for Financial Services, helping organizations use Google’s AI to deliver more proactive, personalized customer experiences across voice and digital. He brings deep experience in CX strategy, contact center transformation, cloud migration, and scaling AI-powered service programmes across North America and EMEA.
MARK ESTES
Head of Sales, Banking, Google Cloud
Mark works with enterprise financial services organizations on cloud and AI adoption, with a focus on turning complex technology into practical programmes that deliver measurable outcomes. Mark has 17 years’ experience in enterprise technology sales including 9 years in cloud computing, spanning cloud architecture, data and analytics, and AI.
OLIVER LENNON (Webinar Host)
Co-Founder & CEO, Syndeo
As CEO at Syndeo, Oliver is responsible for driving the strategic direction of the company’s AI communications platform, which powers digital communications with AI and messaging. Syndeo specialize in Customer Experience consulting and technology, with a proven track record in delivering for world-class brands. More