AI is Calling: Is Your Contact Centre Ready for Consumer Bots?
AI is no longer just a back-office tool used by businesses, it’s becoming a trusted personal assistant for consumers in today’s fast-paced world. From setting reminders to ordering your Saturday night takeaway, AI assistants are now managing everyday tasks with ease.
Recent research reveals that 74% of UK and Irish consumers are comfortable with AI assistants making decisions on their behalf, signalling a significant shift in customer behaviour. One emerging trend stands out: consumer bots initiating calls to businesses. This development brings major implications for authentication, fraud prevention, and regulatory compliance.
AI-driven calls to contact centres are already happening. Bots can authenticate users and act under delegated authority to complete tasks.
If a consumer’s AI assistant called your contact centre today, would your team know how to respond? Are your policies, processes, and systems ready to handle these interactions securely and professionally? While much of the industry conversation focuses on using AI to improve performance and customer experience, a new challenge has emerged: preparing for inbound calls, emails, texts, and chats from consumer bots.
During this one-hour webinar we’re going to explore the reality of this situation and uncover how contact centre leaders can plan for this eventuality. Join us as we discuss:
- The capability of personal bots and what they may be able to do
- Getting the frontline ready to take calls from personal bots
- The policies and processes needed to protect both customers and businesses
- The risks associated with handling these interactions
- How the human will remain in the loop
Hosted by Leigh Hopwood, Chair of ECCA and CEO at CCMA, with Marko Ivanovic, Global Consumer Relations Director – Digital Strategy at Haleon, Julie Kay, Service Optimisation Consultant, Andy Cook, Head of Customer & Colleague Success, AXA, and Wayne Kay, Regional VP Sales Leadership EMEA at TTEC Digital.
When is it?
Date: Tue 10 Feb 2026
Time: 12:00 – 13:00 (GMT)
Location: Zoom
Who is it for?
For contact centre and customer experience professionals across Europe.
How much is it?
Free to attend.
About the Speaker
Andy Cook, Head of Colleague & Customer Success for AXA Health
Andy has an extensive background in customer facing and contact centre industries in a diverse range of D2C leadership roles across financial services, energy and consumer tech. Delivering transformation in service experiences, primarily centred around the digitisation of service experiences and the use of technology. He is passionate about the benefits that combining technology with amazing people can bring to customer experiences.
Marko Ivanovic, Global Consumer Relations Director – Digital Strategy, Haleon
Marko is a senior consumer experience and digital innovation leader with over 12 years in customer care, process architecture, and technology across the CPG and healthcare sectors. Most recently serving as Haleon’s Head of Global Consumer Relations, he led global teams to deliver AI‑driven efficiencies, a self‑serve digital front door, and an enterprise Voice of Consumer insights platform — achievements that helped the department become a two‑time finalist for Most Innovative Customer Service Team in the UK. A former judge for the European Customer Service Awards, he is committed to elevating the sector’s many unsung stories. Originally from Serbia and now UK‑based, Marko is a father of twin daughters, a sustainability advocate, and a champion of multicultural heritage.
Julie Kay, Service Optimisation Consultant
Julie Kay is a senior Customer Operations and Digital Transformation Director known for turning complex, legacy environments into high‑performing, digital‑first operations. With a career spanning financial services, housing, healthcare, automotive and manufacturing, she blends operational leadership of large, regulated teams with deep digital product ownership. Julie has delivered award‑winning innovations—including self‑service portals, AI‑enabled claims journeys and real‑time sentiment analytics—that reshape cost‑to‑serve and elevate customer experience, whilst maintaining Quality and assurance. An authentic, resilient “Builder,” she specialises in solving organisational “wicked problems” and leaving behind operations that are leaner, faster and more human.
Wayne Kay, VP Sales Leadership, EMEA, TTEC Digital
As a veteran with nearly three decades of experience at the forefront of the contact centre industry, Wayne has helped leading brands and public sector organisations design and deliver award-winning customer experiences. His track record reflects a deep understanding of how people, technology, and process combine to create scalable, efficient, and customer-centric service operations. Wayne’s leadership is grounded in collaboration, operational excellence, and commercial accountability. Having witnessed the evolution of CX, from transactional interactions to strategic brand experiences, Wayne remains passionate about helping organisations to connect with their customers in more intelligent, human, and sustainable ways.