AI is redefining the contact center — not with a single model, but with intelligent orchestration. This session shows how companies are using SAS Intelligent Decisioning and Retrieval Agent Manager (RAM) to route conversations across multiple specialized LLMs. Real-world examples include billing inquiries resolved in under 2 minutes and technical issues diagnosed instantly with contextual prompts. Learn how Agentic AI routes each customer to the right agent or response, based on sentiment, history, and risk. This is a working, scalable system — already transforming millions of customer interactions into measurable ROI.
What if your “next best action” isn’t actually the best—because you don’t fully understand the customer moment? In this session, Lucas Peeling reveals how leading organizations are moving beyond static scripts to real-time, AI-driven decisioning that adapts as conversations evolve. Through live demos, see how intelligent routing, contextual signals, and governed actions turn churn risks into retention wins and inquiries into sales opportunities. Discover how SAS brings it all together—combining AI, decisioning, and enterprise knowledge to make every interaction smarter, faster, and more impactful.
