Deploy Responsible AI in CX Voice Channels: Free Webinar for Support Leaders
AI is changing how customer calls are handled. The goal is simple: faster support, sharper agents, and more trust between customers and brands.
This free, one-hour webinar brings together two operators who have been in the trenches of contact centers. They will show how to apply AI in voice channels without creating risk or friction.
What this session covers
- Where AI adds value in the call flow: routing, real-time assist, and summarization
- Live analysis of voice interactions to guide agents and protect customers
- Safety and fraud controls that reduce harm without slowing service
- How to balance innovation with ethical and regulatory requirements
Who's on the mic
Mike Pappas, CEO and Co-Founder of Modulate. Under his leadership, Modulate has expanded real-time conversational and voice intelligence into customer service and contact centers. Products include ToxMod (real-time detection of harassment and abuse) and VoiceVault (fraud and identity verification through voice) to protect agents, shield customers from scams, and support compliance while cutting call friction.
John Walter, president of the Contact Center AI Association (CCAIA). He convenes quarterly roundtables in New York City, San Francisco, and Atlanta so CX leaders can exchange practical AI playbooks that improve efficiency, agent wellbeing, and customer satisfaction. Walter also founded ProxyLink, a platform that helps brands securely serve consumers who delegate support requests to trusted third parties ("proxies").
Moderator: Judy Mottl.
Sponsor: Modulate.
When and how to join
Date: October 21, 2 p.m. (one hour).
Free to attend. Registration is open.
Why this matters to support teams
Voice is still the hardest channel. AI can shorten handle time and improve accuracy, but only if it's deployed with consent, safety, and clear human handoffs. This session gives you the guardrails and the playbook.
Practical steps you can apply now
- Define success metrics up front: AHT, FCR, CSAT, containment, escalation rate, and compliance incidents.
- Map call types where AI helps (identity verification, billing, shipping, password reset) and set handoff thresholds to agents.
- Set clear disclosure and consent scripts for call recording, live transcription, and biometrics. Check state-level two-party consent laws.
- Deploy abuse detection to protect agents; set automatic de-escalation prompts and supervisor alerts.
- Use voice biometrics only with explicit opt-in and provide a no-biometrics path.
- Establish QA loops: sample reviews, accuracy audits across accents and languages, and drift monitoring.
- Run red-team tests for prompt injection, social engineering, and fraud. Document incident response steps.
- Minimize data collection, encrypt at rest/in transit, and set retention windows aligned with policy.
- Train agents on new workflows, AI assist boundaries, and escalation criteria. Update performance rubrics.
For a broader governance reference, see the NIST AI Risk Management Framework here.
If you're building skills for AI-enabled support roles, explore focused training paths here.
Who should attend
- Support operations leaders and contact center directors
- QA and workforce management teams
- Trust & Safety and compliance leaders
- Conversational AI and automation product owners
Join to get a clear, responsible plan for AI in voice that respects customers, protects agents, and delivers measurable outcomes.
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