{"podcast":{"title":"The AI in Business Podcast","slug":"the-ai-in-business-podcast-168928","podcast_index_feed_id":168928,"rss_url":"https://techemergence.libsyn.com/rss","website_url":"http://emerj.com","image_url":"https://static.libsyn.com/p/assets/9/c/2/2/9c226d0d338dd5bed959afa2a1bf1c87/1.png","author":"Daniel Faggella","episode_count":1163,"summary":"The AI in Business Podcast is for non-technical business leaders who need to find AI opportunities, align AI capabilities with strategy, and deliver ROI. Each week, Emerj research staff and journalists interview top AI executives from Fortune 2000 firms and unicorn startups - uncovering trends, use-cases, and best practices for practical AI adoption. Visit our advertising page to learn more about reaching our executive audience of Fortune 2000 AI adopters: https://emerj.com/advertise","last_synced_at":"2026-07-04T00:20:08.438260+00:00","page_url":"https://stenobird.com/podcast/the-ai-in-business-podcast-168928"},"episode":{"title":"Scaling Customer Experience with Operationalized Agentic AI - with Shezan Kazi of Dialpad","slug":"scaling-customer-experience-with-operationalized-agentic-ai-with-shezan-kazi-of-dialpad","published_at":"2026-04-16T06:00:00+00:00","page_url":"https://stenobird.com/podcast/the-ai-in-business-podcast-168928/scaling-customer-experience-with-operationalized-agentic-ai-with-shezan-kazi-of-dialpad","show_page_url":"https://stenobird.com/podcast/the-ai-in-business-podcast-168928","url":"https://podcast.emerj.com/scaling-customer-experience-with-operationalized-agentic-ai-with-shezan-kazi-of-dialpad","audio_url":"https://traffic.libsyn.com/secure/techemergence/Shezan_Kazi.04.13.26_1.mp3?dest-id=151434","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","meta_description":"A recurring challenge for leaders is that the use cases they expect to automate rarely match what customers actually struggle with once large‑scale conver…","key_points":[],"chapters":[],"topics":[],"duration_seconds":1775,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"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","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/the-ai-in-business-podcast-168928/scaling-customer-experience-with-operationalized-agentic-ai-with-shezan-kazi-of-dialpad.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}