Fluent

The technology is here but is the value? We’ll explore the benefits agentic AI is driving and what is still to come.

Sol Rashidi is a pioneering AI strategist and best-selling author. At VOX Fluent, she shares a practical roadmap for leaders (and future leaders) to build the trust that makes transformation possible. She draws on lessons from 200+ enterprise AI deployments and her experience as one of the world’s first Chief AI Officers.

Alan Ross, who led the record-breaking launch of Dynamics 365 Contact Center, shares lessons from scaling conversational AI, building smarter, more humanlike agents, and what’s next for customer-facing AI.

Hospitality is all about making memorable moments for guests. Industry leaders Brian Jeppesen, Nadir Kiem, and Stephanie Wheeler share how they simplified calls, removed confusing call trees, and introduced AI and self-service, cutting call abandonment to under 10% and handling tens of thousands of routine calls, while making every guest feel valued.

From apps to text messaging and online portals, banking is finding new ways to meet customers where they are. However, not every customer is ready for a world of digital interactions, apps, and fully automated experiences, and many customers still pick up the phone to make payments.

In this session, Joe Wilson will be joined by Lee Protharoe, Director of Business & Retail Service Centres, Metro Bank and Nathan Pearson, former Head of Conversational Banking at HSBC to explore how banks can bring digital, omnichannel, and in-person experiences together. We’ll look at what should be automated, what genuinely improves customer relationships, and how strategies change between retail and business banking.

The future of healthcare AI is about shaping systems that truly listen, understand, and respond with the empathy patients need.

Hear first-hand how agentic AI is transforming healthcare communication by making patient interactions more natural, empathetic, and efficient.

Real transformation doesn’t happen in silos. In this discussion, we’ll meet with leaders in both customer support and IT at Mohegan Sun to discuss how they partnered together from initial implementation to the ongoing execution of a multi-year conversational AI transformation project, with lessons learned, actionable advice, and an eye to what’s coming in the future.

From clinical screenings to hearing products, voice is central to everything Audibel does. In this session we’ll hear from Brianna Warner, Audibel’s Customer Care Center Manager, about how her team is using artificial intelligence to help drive patient engagement and increase revenue while maintaining the highest quality experience – and what the customer experience future holds where healthcare and retail meet.

LLMs are great at generating text, but the things that make them “good” can make spoken conversations feel stiff and impersonal. In this session, we’ll show how to create effective conversations that feel human, clear, collaborative, and present. You’ll get practical tips for when to keep it short, when to explain more, and how small language choices build trust and rapport with customers.

After we cover the art, it’s time for the science. Explore the processes behind designing agents that actually work for customers. We’ll cover breakthroughs in autonomous improvement and showcase Raven 3, PolyAI’s latest LLM built to handle complex instructions, multi-turn flows, and real-time function calls with precision.

Join our CEO and Co-founder Nikola Mrkšić for our closing session.