Scaling Customer Experience with Operationalized Agentic AI - with Shezan Kazi of Dialpad

Scaling Customer Experience with Operationalized Agentic AI - with Shezan Kazi of Dialpad

Author: Daniel Faggella April 16, 2026 Duration: 29:35
A recurring challenge for leaders is that the use cases they expect to automate rarely match what customers actually struggle with once large‑scale conversation data is analyzed. In this episode, Shezan Kazi, Head of AI Transformation and AI Products at Dialpad, examines how autonomous agents should take the first pass on high‑volume deterministic requests, when they must hand off to humans, and why confidence scoring and oversight models are essential for safe deployment. He highlights the practical steps leaders can take — from starting with low‑risk, high‑impact tasks to redesigning processes around real interaction data — to expand automation responsibly and improve customer outcomes over time. This episode is sponsored by Dialpad. Learn how brands work with Emerj and other Emerj Media options at go.emerj.com/partner

Hosted by Daniel Faggella, The AI in Business Podcast cuts through the technical jargon to focus on what matters for leadership. This is a conversation for executives and decision-makers who know artificial intelligence is a strategic imperative but need clarity on how to actually integrate it. The focus is squarely on identifying real-world opportunities, ensuring AI projects align with broader business goals, and ultimately demonstrating a tangible return on investment. Rather than theory, each episode delivers grounded insights through interviews conducted by Emerj's research team with top AI practitioners. Their guests come directly from the trenches of major Fortune 2000 companies and pioneering unicorn startups, sharing firsthand accounts of what works. You'll hear specific use-cases, emerging trends, and the often-overlooked best practices that separate successful adoption from costly missteps. This podcast provides a direct line to the actionable knowledge needed to make informed, confident decisions about where and how to apply AI in your organization. It’s an ongoing resource for any leader looking to move beyond the hype and translate capability into concrete business advantage.
Author: Language: English Episodes: 100

The AI in Business Podcast
Podcast Episodes