AI

Webinar examines deploying responsible AI in CX voice channels

In a free webinar Modulate CEO and Co-Founder Mike Pappas and John Walter, president of the Contact Center AI Association, explore how retailers can responsibly deploy AI to handle customer calls and analyze voice interactions in real time while balancing regulatory and ethical compliance with innovation.

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October 10, 2025

The customer support voice channel is undergoing an evolution as AI is being deployed within the channel to drive better customer service while at the same time enhancing the skills of the customer service agent.

It's about improving efficiency but also building trust between brands and customers who are expecting fast, frictionless support.

In a free webinar Modulate CEO and Co-Founder Mike Pappas and John Walter, president of the Contact Center AI Association explore how retailers can responsibly deploy AI to handle customer calls and analyze voice interactions in real time while balancing regulatory and ethical compliance with innovation. The webinar will be moderated by Judy Mottl, editor of RetailCustomerExperience.com.

The webinar, sponsored by Modulate, will take place Oct. 21, at 2 p.m.

The experts

Walter, in his role as resident of CCAIA, he brings together executives from across industries in quarterly roundtables held in New York City, San Francisco, and Atlanta. These forums give customer experience leaders a space to exchange best practices for applying AI to improve efficiency, agent wellbeing, and customer satisfaction. He is also the founder ProxyLink, a platform that helps brands securely and efficiently serve consumers who delegate their support requests to trusted third parties ("proxies").

Under Pappas' leadership Modulate, which offers real-time conversational and voice intelligence, has expanded its technology into customer service and contact centers, where protecting both customers and agents against abuse and fraud has become mission-critical. Modulate's products, including ToxMod (real-time detection of harassment and abuse) and VoiceVault (fraud and identity verification through voice), enable organizations to safeguard agents against abusive callers, protect customers from scams and fraud, and ensure compliance all while reducing call times and friction in the customer experience.

Lessons learned, strategic insight

The free one-hour webinar will offer strategic frameworks and practical lessons learned that a retail can put into place with an understanding of the ethical and regulatory landscape. Sign up for what promises to be an informative and insight webinar and attain a roadmap for balancing compliance, empathy, accuracy and speed in AI-drive customer interactions.