[Webinar] Learn how Assurant is scaling AI in the contact center
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From AI-enabled to AI agents: a strategic on-ramp for your contact center

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April 23, 2025
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58 minutes
Speakers:
Nikki Schmitt
Director of Technology Services, Assurant
James Dill
Digital & AI Transformation Specialist, Assurant
Chris Arnold
VP Contact Center Strategy, ASAPP

About the webinar

Many contact centers see the potential of generative AI agents but face a critical challenge—how to implement them effectively while minimizing risk and realizing value along the way. In this webinar, we’ll explore the best path to blending AI agents into customer interactions, focusing on strategic decision-making, business impact, and practical deployment insights. 

You will hear from Nikki Schmitt, Director of Technology Services (Assurant) and James Dill, Digital & AI Transformation Specialist (Assurant), as they share their approach to evaluating AI opportunities, aligning automation with customer experience goals, and demonstrating measurable results. Whether you’re just starting or refining your AI roadmap, this session will help you find the best on-ramp to generative AI—ultimately AI agents—while ensuring every step delivers value to your organization.

What you'll learn:

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How to sequence AI adoption to ensure long-term success
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How to evaluate early AI solutions to accelerate time-to-value for AI agents
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Lessons from real-world implementations—what worked, what didn’t, and why
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How to identify initial use cases to accelerate time to value
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About the speakers

Nikki Schmitt
Director of Technology Services, Assurant

Nicole Schmitt is Director of Technology Products at Assurant, where she leads transformative digital strategies across omnichannel servicing, AI-powered solutions, and customer experience innovation. With over a decade of experience at Assurant, Nicole has played pivotal roles in advancing virtual agents, live chat platforms, and intelligent product roadmaps. Known for her authentic leadership and deep expertise in contact center technology, Nicole brings a unique blend of strategic vision, solution architecture, and empathy to everything she builds.

James Dill
Digital & AI Transformation Specialist, Assurant

James supports AI-driven initiatives at Assurant, Inc., a Fortune 500 global provider of risk management solutions. He focuses on streamlining operations, improving decision-making, and enhancing both customer and employee experiences. His work includes transforming IVR systems, optimizing chat programs, and modernizing claims processes to help Assurant deliver innovative, customer-centric services in a connected world.

Chris Arnold
VP Contact Center Strategy, ASAPP

Prior to ASAPP, Chris spent 20 years leading contact center strategy and technology implementation for Verizon and Alltel, leading staff operations, and managing desktop automation and augmentation.

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From AI-enabled to AI agents: a strategic on-ramp for your contact center

Many contact centers see the promise of AI agents but struggle with implementation. In this webinar, CX leaders from Assurant share real-world insights on deploying AI effectively, minimizing risk, and delivering measurable CX impact.

Download the eBook
Watch on-demand

What you'll learn

01

How to sequence AI adoption to ensure long-term success

02

How to evaluate early AI solutions to accelerate time-to-value for AI agents

03

Lessons from real-world implementations—what worked, what didn’t, and why

01

How to sequence AI adoption to ensure long-term success

02

How to evaluate early AI solutions to accelerate time-to-value for AI agents

03

Lessons from real-world implementations—what worked, what didn’t, and why

04

How to identify initial use cases to accelerate time to value

05

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From AI-enabled to AI agents: a strategic on-ramp for your contact center

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Many contact centers see the potential of generative AI agents but face a critical challenge—how to implement them effectively while minimizing risk and realizing value along the way. In this webinar, we’ll explore the best path to blending AI agents into customer interactions, focusing on strategic decision-making, business impact, and practical deployment insights. 

You will hear from Nikki Schmitt, Director of Technology Services (Assurant) and James Dill, Digital & AI Transformation Specialist (Assurant), as they share their approach to evaluating AI opportunities, aligning automation with customer experience goals, and demonstrating measurable results. Whether you’re just starting or refining your AI roadmap, this session will help you find the best on-ramp to generative AI—ultimately AI agents—while ensuring every step delivers value to your organization.

Transform your enterprise with generative AI • Optimize and grow your CX •
Transform your enterprise with generative AI • Optimize and grow your CX •