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Sanjay Gupta, MD & VP, South Asia & Middle East, NICE

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He emphasized the importance of purpose-built AI for customer experience. He highlighted the need for smarter, multichannel chatbots capable of handling complex queries and switching seamlessly across channels. Additionally, he discussed how AI tools like copilots can provide real-time support to agents and generate knowledge articles for improved service. Sanjay praised the event, noting its value in fostering industry discussions and advancements in customer experience. 

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