Webinar
The Future of Customer Trust: Responsible AI in CX Voice Channels
Save The Date — October 21, 2025 | 2 PM ET
As retailers accelerate their adoption of AI in customer service, the challenge isn't just about efficiency—it's about trust. Customers expect fast, frictionless support, but they also demand transparency, fairness, and protection from fraud or abuse. In this session, Mike Pappas (CEO & Co-Founder of Modulate) and John Walter, President of the Contact Center AI Association (CCAIA), will explore how retailers can responsibly deploy AI to handle customer calls and analyze voice interactions in real time, balancing compliance with innovation.
Drawing from the CCAIA's principles of ethical AI use and Modulate's expertise analyzing tens of millions of hours of live voice conversations, the discussion will cover both strategic frameworks and practical lessonslearnedthat retail leaders can apply today.
Key takeaways include:
- Understanding the ethical and regulatory landscape for deploying AI in retail voice channels
- Learning how to design AI strategies and guardrails that enhance both customer trust and agent well-being.
- Exploring a roadmap for balancing speed, accuracy, compliance, and empathy in AI-driven customer interactions.
This session is designed for:
- Customer experience leaders in retail
- Contact center directors & managers responsible for AI adoption and agent performance
- Loss prevention and fraud specialists seeking new tools for real-time detection
- Compliance and risk officers balancing innovation with regulatory requirements
- Technology leaders evaluating AI platforms for customer service transformation
Meet the speakers
John Walter
President
Contact Center AI Association
John Walter is a leader at the intersection of customer experience, AI innovation, and digital marketplaces. As President of the Contact Center AI Association (CCAIA), he brings together executives from across industries in quarterly roundtables held in New York City, San Francisco, and Atlanta. These forums give customer experience leaders a space to exchange best practices for applying AI to improve efficiency, agent wellbeing, and customer satisfaction.
John is the Founder of ProxyLink, a pioneering platform that helps brands securely and efficiently serve consumers who delegate their support requests to trusted third parties ("proxies"). His work reflects a broader mission: making customer interactions more seamless, secure, and human-centered.
Mike Pappas
CEO & Co-founder
Modulate
Mike Pappas is the CEO & Co-Founder of Modulate, a leader in real-time conversational and voice intelligence. Under Mike's leadership, Modulate has expanded its technology into customer service and contact centers, where protecting both customers and agents against abuse and fraud has become mission-critical. Modulate's products, including ToxMod (real-time detection of harassment and abuse) and VoiceVault (fraud and identity verification through voice), enable organizations to safeguard agents against abusive callers, protect customers from scams and fraud, and ensure compliance—all while reducing call times and friction in the customer experience.
Mike is deeply engaged in helping enterprises reimagine how AI can be applied responsibly in live voice channels. He regularly works with CX leaders to design systems that balance efficiency, empathy, and security. Inside Modulate, he fosters a culture of passion, respect, and growth, ensuring the team's innovations consistently reflect the company's prosocial mission.
Meet the moderator
Judy Mottl
Editor
Networld Media Group
Judy Mottl is an experienced editor, reporter and blogger who has worked for top media including AOL, InformationWeek and InternetNews. She's written everything from breaking news to in-depth trends.
