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.

In this one-hour webinar we explored the reality of this situation and uncovered how contact centre leaders can plan for this eventuality. We discussed:

• 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 Stephen Yap, Research Director at ECCA, 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.