{"id":23377,"date":"2026-07-15T09:36:43","date_gmt":"2026-07-15T09:36:43","guid":{"rendered":"https:\/\/www.afiniti.com\/?post_type=webinars&#038;p=23377"},"modified":"2026-07-23T13:12:47","modified_gmt":"2026-07-23T13:12:47","slug":"closing-the-automation-gap-contact-center-ai","status":"publish","type":"webinars","link":"https:\/\/www.afiniti.com\/webinars\/closing-the-automation-gap-contact-center-ai\/","title":{"rendered":"Contact Babel Webinar"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"23377\" class=\"elementor elementor-23377\" data-elementor-post-type=\"webinars\">\n\t\t\t\t<div class=\"elementor-element elementor-element-259decd e-con-full e-flex e-con e-parent\" data-id=\"259decd\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-a972173 e-flex e-con-boxed e-con e-child\" data-id=\"a972173\" data-element_type=\"container\" data-e-type=\"container\" id=\"hero-section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-f355c92 e-con-full e-flex e-con e-child\" data-id=\"f355c92\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c05c0cf font-weight-medium elementor-widget elementor-widget-heading\" data-id=\"c05c0cf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Live Webinar<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b87706d border-bottom elementor-widget elementor-widget-heading\" data-id=\"b87706d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">The Automation Gap: Why Contact Centers Are Investing More in AI and Getting Less Than They Expected<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6d7d7ae font-weight-medium elementor-widget elementor-widget-heading\" data-id=\"6d7d7ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">August 5, 2026 \u00b7 1:30 PM ET <\/h3>\t\t\t\t<\/div>\n\t\t\r\n<!-- Javascript -->\r\n\r\n<script type='text\/javascript'>\r\n  let originalPath = window.location.pathname;\r\n\r\n  function openVideo(videoUrl, deep_link) {\r\n    const overlay = document.getElementById('videoOverlay');\r\n    const iframe = document.getElementById('videoIframe');\r\n    const autoplayUrl = `${videoUrl}`;\r\n    iframe.src = autoplayUrl;\r\n    iframe.allow = \"autoplay\"\r\n    overlay.style.display = 'flex';\r\n    document.body.style.overflow = 'hidden';\r\n\r\n    video_history_push_pop(deep_link);\r\n    \r\n  }\r\n\r\n  function closeVideo() {\r\n    const overlay = document.getElementById('videoOverlay');\r\n    const iframe = document.getElementById('videoIframe');\r\n    iframe.src = '';\r\n    overlay.style.display = 'none';\r\n    document.body.style.overflow = '';\r\n    video_history_push_pop('');\r\n  }\r\n\r\n  function getYouTubeEmbedUrl(url) {\r\n    \/\/ Our regex pattern to look for a youTube ID\r\n    const regExp = \/^.*(youtu.be\\\/|v\\\/|u\\\/\\w\\\/|embed\\\/|watch\\?v=|&v=)([^#&?]*).*\/;\r\n    \/\/Match the url with the regex\r\n    const match = url.match(regExp);\r\n    \/\/Return the result\r\n    const videoId = match && match[2].length === 11 ? match[2] : undefined;\r\n    if (videoId) {\r\n      return 'https:\/\/www.youtube.com\/embed\/' + videoId + '?autoplay=1';\r\n    }\r\n    else {\r\n      return undefined\r\n    }\r\n  };\r\n  function getVimeoEmbedUrl(url) {\r\n    \/\/ Look for a string with 'vimeo', then whatever, then a\r\n    \/\/ forward slash and a group of digits.\r\n    const match = \/vimeo.*\\\/(\\d+)\/i.exec(url);\r\n    \/\/ If the match isn't null (i.e. it matched)\r\n    if (match) {\r\n      \/\/ The grouped\/matched digits from the regex\r\n      return 'https:\/\/player.vimeo.com\/video\/' + match[1] + '?autoplay=1';\r\n    }\r\n    else {\r\n      return undefined;\r\n    }\r\n  };\r\n\r\n  function video_history_push_pop(deep_link) {\r\n    console.log(deep_link);\r\n    if (deep_link != '') {\r\n      const newUrl = \"\/video\/\" + deep_link; \r\n      history.pushState({ video: true }, \"\", newUrl);\r\n    } else {\r\n      history.pushState({}, \"\", originalPath);\r\n    }\r\n  }\r\n<\/script>\t\t<div class=\"elementor-element elementor-element-252bb17 elementor-widget elementor-widget-text-editor\" data-id=\"252bb17\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>New research from <strong>ContactBabel\u2019s 2026 Chatbots &amp; Voicebots Study<\/strong> reveals where AI is really working in the contact center, where it\u2019s stalling, and what the organizations getting real results are doing differently.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a7aab6e e-con-full e-flex e-con e-child\" data-id=\"a7aab6e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-badb90b elementor-widget elementor-widget-heading\" data-id=\"badb90b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Reserve Your Spot<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8aef6ec elementor-widget__width-initial elementor-widget elementor-widget-html\" data-id=\"8aef6ec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<script src=\"https:\/\/js-na2.hsforms.net\/forms\/embed\/developer\/245617133.js\" defer><\/script>\n<div class=\"hs-form-html\" data-region=\"na2\" data-form-id=\"0d185a9f-776a-4f50-80a7-7bdeaccde85d\" data-portal-id=\"245617133\"><\/div>\n\n<div class=\"calculator-loader-wrapper theme-light hidden\">\n  <div class=\"dot-loader-wrap\">\n    <div class=\"dot-loader\"><\/div>\n    <div class=\"dot-loader dot-loader--2\"><\/div>\n    <div class=\"dot-loader dot-loader--3\"><\/div>\n  <\/div>\n<\/div>\n\n\n<!-- <script src=\"https:\/\/js-na2.hsforms.net\/forms\/embed\/developer\/245617133.js\" defer><\/script>\n<div class=\"hs-form-html\" data-region=\"na2\" data-form-id=\"0d185a9f-776a-4f50-80a7-7bdeaccde85d\" data-portal-id=\"245617133\"><\/div>\n\n<div class=\"calculator-loader-wrapper theme-light hidden\">\n  <div class=\"dot-loader-wrap\">\n    <div class=\"dot-loader\"><\/div>\n    <div class=\"dot-loader dot-loader--2\"><\/div>\n    <div class=\"dot-loader dot-loader--3\"><\/div>\n  <\/div>\n<\/div>\n\n<script>\ndocument.addEventListener('DOMContentLoaded', function () {\n  const formContainer = document.querySelector('.hs-form-html');\n  const loader = document.querySelector('.calculator-loader-wrapper');\n\n  const formCtaWrapper = document.querySelector('.hubspotcta .cta-wrapper');\n  const allCtaWrappers = document.querySelectorAll('.hubspotcta .cta-wrapper');\n  \n  let isSubmitting = false;\n\n  if (loader && formContainer) {\n    loader.classList.remove('hidden');\n\n    const observer = new MutationObserver((mutations, obs) => {\n      if (formContainer.querySelector('.hsfc-FormWrapper')) {\n        loader.classList.add('hidden');\n        formContainer.classList.add('form-ready');\n        obs.disconnect();\n      }\n    });\n\n    observer.observe(formContainer, { childList: true, subtree: true });\n\n    if (formContainer.querySelector('.hsfc-FormWrapper')) {\n      loader.classList.add('hidden');\n     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data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"83\" height=\"61\" src=\"https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/07\/CB-LOGO-1.svg\" class=\"attachment-full size-full wp-image-23333\" alt=\"CB LOGO\" title=\"CB-LOGOsvg\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6086951 border-none elementor-widget elementor-widget-image\" data-id=\"6086951\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"102\" height=\"32\" src=\"https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/07\/Afiniti_Logo_white-1.svg\" class=\"attachment-full size-full wp-image-23334\" alt=\"Afiniti Logo\" title=\"Afiniti Logo\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a0a4b95 e-flex e-con-boxed e-con e-child\" data-id=\"a0a4b95\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-f0f948e e-con-full e-flex e-con e-child\" data-id=\"f0f948e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0a889e0 elementor-widget elementor-widget-heading\" data-id=\"0a889e0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">You\u2019re Not Imagining It<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a869edd elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"a869edd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Chat automation has barely moved in two years, stuck at 39% despite growing investment. Voice self-service hasn\u2019t meaningfully improved in 20 years. And 45% of organizations plan to deploy voicebots by 2027, yet only 19% have today. Something isn\u2019t adding up.<\/p><p>It\u2019s not a lack of tools. It\u2019s that the tools aren\u2019t talking to each other.<\/p><p>This webinar unpacks new findings from <strong>ContactBabel\u2019s 2026 Chatbots &amp; Voicebots Study<\/strong> to show exactly where AI is working in the contact center today, where it\u2019s quietly stalling, and why customers are still hitting the same walls after years of automation spend.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a7049a0 e-con-full e-flex e-con e-child\" data-id=\"a7049a0\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e580a25 elementor-widget elementor-widget-image\" data-id=\"e580a25\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"624\" height=\"657\" src=\"https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/07\/Mask-Group-52650.jpg\" class=\"attachment-full size-full wp-image-23336\" alt=\"Cover of The Inner Circle Guide to Chatbots, Voicebots &amp; Conversational AI, featuring a blue chatbot illustration and the ContactBabel and Afiniti logos.\" srcset=\"https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/07\/Mask-Group-52650.jpg 624w, https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/07\/Mask-Group-52650-285x300.jpg 285w\" sizes=\"auto, (max-width: 624px) 100vw, 624px\" title=\"Mask-Group-52650jpg\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b6c6cb6 e-flex e-con-boxed e-con e-child\" data-id=\"b6c6cb6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-da711ed elementor-widget elementor-widget-heading\" data-id=\"da711ed\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What You\u2019ll Learn<\/h2>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b7ed63c e-con-full e-flex e-con e-child\" data-id=\"b7ed63c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-02f60b6 e-con-full e-flex e-con e-child\" data-id=\"02f60b6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6c9c5c1 no-bottom-margin elementor-widget elementor-widget-heading\" data-id=\"6c9c5c1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">01<\/p>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9866a05 elementor-widget elementor-widget-heading\" data-id=\"9866a05\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">Where AI Is, and Isn\u2019t, Working Right Now<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-604912b elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"604912b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>What the data shows about chatbot and voicebot performance, and why chat automation growth has plateaued at 39% for two years running.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9af6afc e-con-full e-flex e-con e-child\" data-id=\"9af6afc\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cc85978 no-bottom-margin elementor-widget elementor-widget-heading\" data-id=\"cc85978\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">02<\/p>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d85fdf1 elementor-widget elementor-widget-heading\" data-id=\"d85fdf1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">What Customers Actually Think About Automated Interactions<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-56397b2 elementor-widget elementor-widget-text-editor\" data-id=\"56397b2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Real data on trust, satisfaction, and abandonment, broken down by age group and channel, and why it directly affects adoption.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-08aac00 e-con-full e-flex e-con e-child\" data-id=\"08aac00\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0cfeb19 no-bottom-margin elementor-widget elementor-widget-heading\" data-id=\"0cfeb19\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">03<\/p>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-de05fda elementor-widget elementor-widget-heading\" data-id=\"de05fda\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">Why More AI Tools Aren\u2019t Producing Better Results<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4ab48d5 elementor-widget elementor-widget-text-editor\" data-id=\"4ab48d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The pattern behind fragmented, hard-to-measure outcomes, and why measuring containment alone misses what the business actually cares about.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0456135 e-con-full e-flex e-con e-child\" data-id=\"0456135\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0733c2a no-bottom-margin elementor-widget elementor-widget-heading\" data-id=\"0733c2a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">04<\/p>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b99302d elementor-widget elementor-widget-heading\" data-id=\"b99302d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">What Good Looks Like, and Where to Start<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c841df9 elementor-widget elementor-widget-text-editor\" data-id=\"c841df9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>A practical framework for shifting from measuring AI by activity to measuring it by commercial outcome, plus real deployment results.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d532380 e-flex e-con-boxed e-con e-child\" data-id=\"d532380\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-297c022 elementor-widget elementor-widget-heading\" data-id=\"297c022\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Meet Your Hosts<\/h3>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4ae362b e-con-full e-flex e-con e-child\" data-id=\"4ae362b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-29462cc e-con-full e-flex e-con e-child\" data-id=\"29462cc\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3663b3b elementor-widget elementor-widget-image\" data-id=\"3663b3b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"492\" src=\"https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/07\/Chris-Karp.jpg\" class=\"attachment-full size-full wp-image-23337\" alt=\"Portrait of a smiling man with short dark hair and a gray beard wearing a blue shirt against a light gray wall.\" srcset=\"https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/07\/Chris-Karp.jpg 400w, https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/07\/Chris-Karp-244x300.jpg 244w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" title=\"Chris Karp\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c3bf44 elementor-widget elementor-widget-heading\" data-id=\"6c3bf44\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Chris Karp <br>\nChief Growth Officer, <br>\nAfiniti <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-11b4baa elementor-widget elementor-widget-text-editor\" data-id=\"11b4baa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Chris leads Growth at Afiniti, overseeing Client Services, New Business, Marketing, and Commercial Strategy. He previously served as Chief Customer Officer at Chewy, running customer service operations at scale. At Afiniti, he\u2019s focused on making sure AI investment translates into measurable client outcomes.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ccd3b15 e-con-full e-flex e-con e-child\" data-id=\"ccd3b15\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0987e53 elementor-widget elementor-widget-image\" data-id=\"0987e53\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"492\" src=\"https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/07\/Dileepan.jpg\" class=\"attachment-full size-full wp-image-23338\" alt=\"Close-up portrait of a man with short black hair wearing a blue collared shirt, neutral expression, light background.\" srcset=\"https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/07\/Dileepan.jpg 400w, https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/07\/Dileepan-244x300.jpg 244w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" title=\"Dileepan Narayanan\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f17f37d elementor-widget elementor-widget-heading\" data-id=\"f17f37d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Dileepan Narayanan <br>\nChief Product &amp; Technology Officer, Afiniti <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4de7009 elementor-widget elementor-widget-text-editor\" data-id=\"4de7009\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Dileepan leads Afiniti\u2019s global product and technology organization, with more than two decades building AI products at enterprise scale. He joins Afiniti from Amazon, where he led product for Alexa\u2019s Generative AI capabilities and the Astro home robot. At Afiniti, he leads the company\u2019s Agentic AI roadmap.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e6c7f89 e-con-full e-flex e-con e-child\" data-id=\"e6c7f89\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4fafba2 elementor-widget elementor-widget-image\" data-id=\"4fafba2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"492\" src=\"https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/07\/Steve-Morrell.jpg\" class=\"attachment-full size-full wp-image-23339\" alt=\"Portrait of a middle-aged man with short gray hair wearing a blue plaid shirt, looking at the camera.\" srcset=\"https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/07\/Steve-Morrell.jpg 400w, https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/07\/Steve-Morrell-244x300.jpg 244w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" title=\"Steve Morrell\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3bcdfc0 elementor-widget elementor-widget-heading\" data-id=\"3bcdfc0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Steve Morrell <br>\nManaging Director, ContactBabel <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d97ced8 elementor-widget elementor-widget-text-editor\" data-id=\"d97ced8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Steve is Managing Director of ContactBabel, the research and analysis firm serving the UK and US contact center industry since 2001. He has authored hundreds of research reports, is a regular media commentator on the sector, and has advised the UK government on the economic impact of offshoring.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c114578 e-flex e-con-boxed e-con e-child\" data-id=\"c114578\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2d4c1db elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"2d4c1db\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The Data Is In. The Question Is What You Do With It.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2b1c9db elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"2b1c9db\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Join Afiniti and ContactBabel on August 5 to see exactly where the automation gap is costing you, and what closing it actually looks like.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d902e23 hubspotcta elementor-widget elementor-widget-html\" data-id=\"d902e23\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<a\n  href=\"#hero-section\"\n  class=\"cta-new-wrapper cta-wrapper theme-light\">Save My Seat\n <div\n    class=\"cta-lottie label-lottie\"\n    data-lottie=\"\/wp-content\/plugins\/design-system-plugin-2026\/assets\/lottie\/homepage_red_button_animation.json\">\n  <\/div>\n<\/a>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Live Webinar The Automation Gap: Why Contact Centers Are Investing More in AI and Getting Less Than They Expected August 5, 2026 \u00b7 1:30 PM ET New research from ContactBabel\u2019s 2026 Chatbots &amp; Voicebots Study reveals where AI is really working in the contact center, where it\u2019s stalling, and what the organizations getting real results [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":23332,"menu_order":0,"comment_status":"closed","ping_status":"open","template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"class_list":["post-23377","webinars","type-webinars","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":[],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO Pro 4.9.10 - aioseo.com -->\n\t<meta name=\"description\" content=\"Join Afiniti &amp; ContactBabel Aug 5 for new 2026 research on chatbot and voicebot performance, and why AI investment isn&#039;t closing the automation gap.\" \/>\n\t<meta name=\"robots\" content=\"max-image-preview:large\" \/>\n\t<meta name=\"author\" content=\"Daniyal.Khan@afiniti.com\"\/>\n\t<meta name=\"google-site-verification\" content=\"fvA4_y8pyDh74kjtjStWC6eZTjZGlYp811mfuXRJfEc\" \/>\n\t<link rel=\"canonical\" href=\"https:\/\/www.afiniti.com\/webinars\/closing-the-automation-gap-contact-center-ai\/\" \/>\n\t<meta name=\"generator\" content=\"All in One SEO Pro (AIOSEO) 4.9.10\" \/>\n\t\t<meta property=\"og:locale\" content=\"en_US\" \/>\n\t\t<meta property=\"og:site_name\" content=\"Afiniti\" \/>\n\t\t<meta property=\"og:type\" content=\"article\" \/>\n\t\t<meta property=\"og:title\" content=\"The Automation Gap: AI Contact Center Webinar - Afiniti\" \/>\n\t\t<meta property=\"og:description\" content=\"Join Afiniti &amp; 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