Episode
Scaling Customer Experience with Operationalized Agentic AI - with Shezan Kazi of Dialpad
- Podcast
- The AI in Business Podcast
- Published
- Apr 16, 2026
- Duration seconds
- 1775
- Processing state
not_requested
Actions
POST https://stenobird.com/v1/public/podcasts/the-ai-in-business-podcast-168928/episodes/scaling-customer-experience-with-operationalized-agentic-ai-with-shezan-kazi-of-dialpad/transcription-requests
Idempotently request low-priority transcript generation for this episode.GET https://stenobird.com/podcast/the-ai-in-business-podcast-168928/scaling-customer-experience-with-operationalized-agentic-ai-with-shezan-kazi-of-dialpad.md
Read the agent-friendly Markdown representation of this episode resource.
Summary
A recurring challenge for leaders is that the use cases they expect to automate rarely match what customers actually struggle with once large‑scale conversation data is analyzed. In this episode, Shezan Kazi, Head of AI Transformation and AI Products at Dialpad, examines how autonomous agents should take the first pass on high‑volume deterministic requests, when they must hand off to humans, and why confidence scoring and oversight models are essential for safe deployment. He highlights the practical steps leaders can take — from starting with low‑risk, high‑impact tasks to redesigning processes around real interaction data — to expand automation responsibly and improve customer outcomes over time. This episode is sponsored by Dialpad . Learn how brands work with Emerj and other Emerj Media options at go.emerj.com/partner