How XCALLY Is Making AI Work in the Real World of CX

In this exclusive interview, CX Today's Deputy Editor Rhys Fisher speaks with Giuseppe Careri, Chief Technology Officer at XCALLY , who brings 14 years of ha...

Rhys Fisher

In this exclusive interview, CX Today's Deputy Editor Rhys Fisher speaks with Giuseppe Careri, Chief Technology Officer at XCALLY, who brings 14 years of hands-on development experience since writing "the first line of code" for the company's omnichannel contact center solution.

Finding the AI Sweet Spot in Customer Experience

Careri cuts through industry hype to identify where AI delivers genuine value:

Voice and chat bots that efficiently handle repetitive customer requests
Sentiment analysis that optimizes conversation quality
Agent assist tools that provide smart suggestions and automate routine tasks

He emphasizes that AI is least effective in managing "complex and emotional issues where human intervention is still essential," advocating for a hybrid approach that balances automation with the human touch.

XCALLY's Competitive Edge in AI Implementation

What sets XCALLY apart is their integration flexibility with multiple AI providers including Google, AWS, and OpenAI. This approach allows clients to:

Select providers that perform best for specific language requirements
Control costs based on pricing differences between AI platforms
Create AI assistants trained for specific services and customer contexts

Avoiding the AI ROI Trap

Addressing why "80% of AI solutions are failing to deliver ROI," Careri points to common implementation mistakes: "Many companies fail with AI because they implement it without a clear strategy" and maintain "unrealistic expectations about what AI can achieve."

XCALLY overcomes these challenges through quality data training, contextual implementation, and continuous performance monitoring with tracking dashboards.

For CX directors, contact center managers, and technology leaders seeking practical AI applications that enhance rather than replace human service, this interview offers valuable insights into creating effective, customer-centered AI solutions.

Watch the full conversation to discover XCALLY's balanced approach to AI innovation.

The discussion0 takes · attributed & checked

Does this reflect your experience?

opening the room…

Read nextordered by techtelligence · every pick explained

XCally’s Bold Take on Contact Center Evolution: AI, Automation & the Future of CX

25 Apr 2025

matches this topicThe CX Modernization Sequence That Pays25 Jun 2026 matches this topicDreamforce 2026 Roundup: Salesforce Has an ‘Easy Button’ for AI. But CX Leaders Still Face the Hard Decisions.22 Sept 2026