AI, Voice, and the Human Edge: CCW 2025 Recap
At CCW Vegas 2025, it was clear that AI alone isn’t the story; AI that elevates human experience is.
Across sessions and show floor conversations, the most forward-looking leaders weren’t chasing the latest hype. They’re focused on strategic, human-centered approaches to AI in CX.
AI + Humans: Collaboration, Not Competition
AI tools work best when they enhance the strengths of human agents. Leaders across the industry are rethinking AI’s role: from automation-first to collaboration-first.
The goal is no longer to replace agents but to help them deliver better, faster, more empathetic customer experiences—while improving agent experience, too.
Strategy First: Align AI with Human Touchpoints
Successful AI investments start with a clear strategy. Success means aligning AI tools with the right moments in the customer journey, maintaining transparency with customers, and actively supporting employees through adoption.
Without this foundation, even the most advanced AI can fall flat.
The ROI Reality: It’s in the Rollout
How you implement and deploy AI determines whether you see ROI. Sessions highlighted that thoughtful rollout—designed for real gains in CSAT, first-call resolution, and agent productivity—is what separates success from wasted spend.
A poor deployment can erode trust and negate value.
Voice Still Rules
Even in an increasingly digital-first world, voice is the highest-stakes channel for support. Complex, emotional, or high-value interactions still rely on human voice and interactions.
Innovations that remove friction and bridge communication gaps are helping make voice an even stronger channel.
Agentic AI: Still a Gray Area
Agentic AI was a buzzword at CCW, but many CX leaders still aren’t sure what it means, or whether they actually need it. In theory, it refers to AI that can take initiative, make decisions, and act autonomously.
For now, most CX organizations are focused on more immediate, proven AI use cases that drive real impact.
Hype vs. Reality: Automation Has Limits
While automation was everywhere, a lot of companies think that over-automating means losing the human touch. Over-automation risks damaging customer trust and experience.
Many CX leaders are taking a balanced approach: using automation where it drives efficiency but keeping humans in the loop where empathy matters.
Personal Perspective
The conversations at CCW Vegas reinforced our belief that the future of CX is powered by voice-first, human-centered AI. We heard strong demand for solutions that enhance, not replace, the human element in customer interactions.
It was clear that innovations like Krisp’s real-time Voice AI platform are helping companies meet that need—boosting both agent and customer experience across high-stakes voice channels.
Krisp Milestones
At CCW Vegas, we unveiled our advanced real-time Voice AI platform complete with Accent Conversion v3.5 support for India, the Philippines and Latin America, AI Live Interpreter, Agent Assist (Supervisor Assist coming soon!), and our award-winning noise cancellation technology.
Krisp’s AI Live Interpreter earned runner-up for Disruptive Technology of the Year, recognized for delivering true bidirectional speech-to-speech translation across over 80 languages, well beyond any alternative in the market today.
We also announced a new strategic partnership with Everise, deploying Accent Conversion and AI-powered bidirectional noise and voice cancellation to over 10,000 seats globally, with rapid expansion underway. AI Live Interpreter and Agent Assist are also planned for rollout as part of the partnership.
"Krisp's technology has consistently outperformed in head-to-head evaluations across clarity, naturalness, and accent accuracy." — Sudhir Agarwal, Founder and CEO of Everise
Finally, we were proud to host this year’s CCW Excellence Awards. A huge thanks to our customers and partners who visited our booth and made the week a success.
What’s Next
Looking ahead, the industry’s sharpening its focus on purposeful AI and solutions that clearly improve human outcomes, both for agents and customers.
Voice AI continues to stand out as a high-impact area. As AI maturity evolves, expect to see more thoughtful and orchestrated human-AI experiences across the industry.
Stay tuned for the upcoming Future of Voice AI podcast CCW series, featuring industry experts shaping the next wave of CX innovation.
