Many organizations want to invest in Agentic AI, copilots, and automation to improve customer experience, yet struggle to turn that investment into predictable business outcomes. 

In this session, IST, a Genesys Elite Partner, shares a practical blueprint for designing AI for contact centers across Saudi Arabia and the GCC, with a focus on governance, prioritization, and design, rather than experimentation.

Drawing on real regional use cases and over 20 years of CX expertise, the session introduces a structured AI framework based on best practices, the 4D use-case model (Volume, Impact, Readiness, and Complexity), and disciplined conversation and bot design methodologies. 

Attendees will learn how leading organizations evaluate AI readiness upfront, make informed decisions on where AI adds value, and build a scalable foundation that aligns customer experience, employee adoption, and business objectives.