Despite the growing excitement around artificial intelligence (AI) in customer experience (CX), many organizations are still struggling to navigate the complexities of implementation, according to insights shared at Sabio Group’s AI Community Day.
The event brought together industry experts to address the challenges of integrating AI into contact centres and CX operations.
The discussions revealed that while AI has the potential to transform the customer experience, most businesses are uncertain about how to move from pilot projects to full-scale implementation.
Two primary concerns emerged as barriers to AI adoption: the difficulty in transitioning from proof of concept to production, and the challenges of complying with regulatory requirements while upholding ethical standards.
Kevin McGachy, Head of AI Solutions at Sabio, emphasized the need for expert guidance in navigating these challenges. “Our latest AI Community Day has reinforced what we’re seeing across the industry – that organizations recognize the transformative potential of AI but need expert support to realize it.
The day’s discussions clearly demonstrated that specialized services are crucial for businesses to implement AI successfully today and prepare for its continued evolution.”
The event featured a series of presentations and case studies from industry practitioners. Adam Holdsworth, Product Owner at Rentokil Initial, shared insights into AI development on the Genesys platform, while Kyle Barrett, CX Solutions Architect at Transcom, presented a compelling case study on real-time translation capabilities and how AI is reshaping CX.
Sessions throughout the day tackled critical aspects of AI integration, including how to seamlessly combine AI with human workflows and maintain responsible AI practices.
Sabio experts highlighted the company’s approach to navigating the regulatory landscape, stressing the importance of organization-wide collaboration for successful AI rollouts.
The discussions also centred on the ethical implications of AI, with a focus on maintaining transparency and trust with customers.
Attendees explored ways to leverage AI technologies to enhance service delivery while ensuring compliance with emerging regulations.
The final sessions looked ahead to the future, exploring the potential of emerging AI technologies and offering insights on how businesses can stay ahead of the curve in an ever-evolving technological landscape.
For organizations struggling with AI adoption, the key takeaway from the event was clear: while the technology itself is not the barrier, expert guidance, ethical considerations, and a strategic approach are essential to bridging the gap between proof of concept and full production.
To find out more about Sabio’s Community Days, please click here.
For more information about Sabio - visit the Sabio Website
About Sabio
Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India. Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels. Find out more about Sabio
Author: Jo Robinson
Reviewed by: Hannah Swankie
Published On: 2nd Apr 2025
Read more about - Latest News, Sabio
