Apr 16, 2026
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