Sessions / Roundtable: 15 Million Customers. Zero Phone Trees, moderated by Soundhound AI
Roundtable: 15 Million Customers. Zero Phone Trees, moderated by Soundhound AI
Wednesday, November 04, 2026 / 11:45 AM - 12:30 PM MST
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About the Session
One of the nation's largest utilities serves 15 million people with AI-powered customer service, and it learned that the hardest part isn't the technology. It's designing conversations that don't feel like another frustrating IVR. Hear how its team anticipates why customers are calling before they say a word, what going omnichannel really takes behind the scenes, and why the platform is now spreading beyond the contact center.