Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour, AI Product Manager at Diabolocom, to unpack why the virtual agent category is long overdue for a rethink.<\/p>\n
As contact centers move beyond legacy voice bots into the agentic era, Tom explains what \u201corchestration-first\u201d AI actually means in practice and why the architecture decisions made today will define CX performance for years to come.<\/p>\n
If your virtual agent is still just deflecting calls, this is the conversation you need to watch.<\/p>\n
Most virtual agents deflect calls. Diabolocom\u2019s orchestrates them. Tom Azernour breaks down what separates the new generation of AI-powered virtual agents from legacy bots, and why the difference matters more than most leaders realize.<\/p>\n
What Is Discussed:
\nFrom deflection to orchestration: Why the decision tree model is dead, and how Diabolocom\u2019s agentic approach gives virtual agents a goal and the autonomy to achieve it, connecting to CRMs, ERPs, and ticketing tools without overhauling your existing stack.
\nThe structured handoff: Why passing a raw transcript isn\u2019t enough, and how Diabolocom extracts intent, summaries, flags, and custom data fields to give the next agent, human or virtual, everything they need from the first second.
\nBuilt for operators, not engineers: How Diabolocom designed a platform that non-technical teams can configure in minutes, without sacrificing the depth that technical users need.
\nThe CCaaS + telco advantage: 20+ years of end-to-end infrastructure ownership means Diabolocom optimizes its AI models and telephony stack in harmony, delivering latency that competitors wrapping third-party solutions simply can\u2019t match.<\/p>\n","protected":false},"excerpt":{"rendered":"Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour, AI Product Manager at Diabolocom,…\n","protected":false},"author":2,"featured_media":98931,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[179,405,20009,7537,806,807,7129,48553],"class_list":["post-98930","post","type-post","status-publish","format-standard","has-post-thumbnail","category-agentic-ai","tag-agentic-ai","tag-ai-agents","tag-ai-orchestration-software","tag-artificial-intelligence-agents","tag-call-contact-center-software","tag-ccaas","tag-conversational-ai","tag-virtual-agent"],"_links":{"self":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/98930","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/comments?post=98930"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/98930\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media\/98931"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media?parent=98930"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/categories?post=98930"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/tags?post=98930"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}