Future of CX Speaker Talks About Real-Time Solutions for Customer Satisfaction

By Greg Tavarez February 11, 2025

The future of AI in customer experience comes down to two things: automation and making life easier for agents. In turn, this delivers real satisfaction to customers.

At Future of CX Expo 2025, part of the #TECHSUPERSHOW, a panel session, “AI That’s On Your Side: Real-Time Solutions for Customer Satisfaction,” Vern Fernandez, Senior Business Development and Strategic Alliances Manager at Jabra, broke down why AI should work for contact center agents, not against them.

AI in the contact center is evolving fast, but one major factor often goes overlooked: voice data quality. With calls moving through various audio and video endpoints, poor sound clarity can disrupt AI-driven insights. This leads to frustrated customer experiences.

Jabra, known for its audio solutions, is tackling this challenge head-on with Engage AI, a tool designed to enhance real-time customer interactions.

We have to remember that AI’s role also includes people. With hybrid work being the norm, keeping agents engaged and motivated is a growing challenge. Fernandez emphasized the need for AI tools that support agents in real-time; tools that will help them pick up on customer signals and improve interactions on the spot.

Jabra’s Engage AI does exactly that.

By analyzing voice sentiment and providing real-time feedback, it helps agents adjust their approach mid-call, leading to better experiences for both sides of the conversation. Instead of replacing human connection, AI enhances it—turning data into actionable insights that boost both agent performance and customer satisfaction.

Edited by Greg Tavarez

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