Your Agents Are Drowning. Is AI Actually Helping?

August 4, 2026·1:00 PM ET

We've been measuring the wrong thing. The industry tracks deflection rates and cost-per-contact, but almost nobody is measuring what it feels like to be an agent in 2026. The constant context-switching, policy recall, and queue pressure isn't a training problem. It's a systems problem.

In this session, we'll show you what changes when you stop measuring AI by what it deflects and start measuring it by the cognitive load it removes. Then we'll demo Kustomer's full AI Assistant suite: real-time guidance, surfaced answers, and suggested responses that let agents focus on the conversation, not the busywork.

You'll walk away with:

• A framework for measuring AI ROI through cognitive load reduction, not just deflection
• The hidden costs of agent burnout — turnover, inconsistency, declining CSAT — and how to address the root cause
• A live walkthrough of Kustomer's AI Assistant tools in action
• How to introduce AI augmentation in a way that builds agent buy-in, not fear

Speakers

Billy Bateman

Product Marketing Manager

Kustomer

Aditya Subramaniam

Lead Product Manager

Kustomer