Customer Service
Designing AI strategies to enhance customer trust, call agent well-being
A free one-hour webinar provides a roadmap on how retailers can responsibly deploy AI to handle customer calls and analyze voice interactions in real time, balancing compliance with innovation.
October 24, 2025 by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com
Providing top-tier customer service, whether in a call center or in a retail setting, is getting more challenging given the increase in fraud and harmful customer interactions as well as the need to strengthen agent retention and preventing burn out.
Then, there are the regulatory and ethical issues inherent inherent in retail voice channels.
One proven technology can tackle all those challenges while balancing compliance with innovation when it comes to customer calls — AI.
Strategic frameworks
A free webinar, "The Future of Customer Trust: Responsible AI in CX Voice Channels," offers expert insight on how retailers can tap AI to handle customer calls, analyze voice interactions to drive better customer service a well as deter customer service agent burn out while driving higher agent retention in the call center environment.
Mike Pappas, CEO and co-founder of Modulate, and John Walter, president of the Contact Center AI Association, draw from the CCAIA's principles of ethical AI use and Modulate's expertise analyzing tens of millions of hours of live voice conversations. The webinar discussion covers strategic frameworks and practical lessons learned that retail leaders can apply today.
The insight is invaluable for customer experience leaders in retail, contact center directors and managers, loss prevention and fraud specialists, compliance and risk leaders as well as technology leaders evaluating AI for customer service transformation.
As retailers accelerate AI adoption in customer service, the challenge isn't just about efficiency — it's about trust. Customers want fast, frictionless support but also demand transparency, fairness and protection from fraud or abuse.
The free one-hour webinar provides a roadmap on how retailers can responsibly deploy AI to handle customer calls and analyze voice interactions in real time, balancing compliance with innovation.
About Judy Mottl
