The Messy Middle: Surviving the Transition from Rule-based IVR to Agentic systems
Discover how enterprises can survive the messy middle of customer experience transformation—navigating the limitations of legacy rule-based IVR and the challenges of adopting LLM-driven agentic systems. This blog by Pavel Fomitchov explores why businesses can’t wait on AI adoption, the hybrid approach powering real-world use cases, and the tradeoffs leaders must consider to balance efficiency, compliance, and customer satisfaction at scale.