#231 - Kevin McGachy of Sabio on Agentic AI

In this episode of Get Out of Wrap, Martin sits down with Kevin McGachy, Head of AI Solutions at Sabio, to unpack one of the hottest topics in the industry right now – Agentic AI.

Kevin shares his journey from the contact centre floor to leading AI solutions, and explains in plain English the difference between conversational AI, generative AI, and agentic AI. We explore what’s actually happening in real-world deployments, where organisations are seeing the most value today, and what the future of AI-powered service might look like.

Expect insights on:

• Why text-based channels are leading the way for agentic AI

• How businesses can build trust and compliance guardrails

• The role of humans in overseeing, coaching, and improving AI agents

• Why reducing customer effort and proactive engagement are key to success

Whether you’re a contact centre leader, a CX professional, or just curious about AI’s role in customer service, this episode will leave you informed and inspired.

Download the e-book here;

https://sabiogroup.com/ebook/delivering-on-the-potential-of-ai-for-contact-centres/?utm_source=get-out-of-wrap&utm_medium=podcast&utm_campaign=2025-07-gpco-ai-for-contact-centres