Paul Preute

Associate AI Transformation Consultant at NiCE Cognigy (201-500 employees)

Paul Preute is an expert in conversational AI and customer experience with a strong focus on enterprise-scale automation. At NiCE Cognigy, he works closely with organizations to design, implement, and scale AI-driven customer service solutions that deliver real business impact. He combines a deep understanding of technology with a practical, hands-on approach to make complex AI topics accessible and actionable.

9:30 - 10:00 am

Thursday 28 May 2026

Goodbye Bots – Hello Agents: How Agentic AI Redefines Customer Experience

We're in the AI era already, and the way we think about customer service will never be the same. The future belongs to intelligent, autonomous AI agents that don't just answer questions, but understand, reason, and act. Discover how Agentic AI is transforming today's contact centers, resolving customer inquiries faster, empowering frontline employees, and streamlining operations at scale. Paul Preute explores how next-generation AI agents autonomously interact with systems, harness contextual data in real time, and collaborate seamlessly alongside service teams. Not a vision of tomorrow but a reality being built right now. Walk away with real-world insights, actionable learnings, and a clear perspective on where Agentic AI is taking customer experience next.