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

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

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Scaling Customer Experience with Operationalized Agentic AI - with Shezan Kazi of Dialpad is an episode from Artificial Intelligence in Industry with Dan Faggella by Daniel Faggella.

This episode is 29:35 long.

This episode was published on Apr 16, 2026.

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