A closed working group for VPs of Customer Experience deploying agentic AI in production at enterprise scale. Quarterly briefings, peer benchmarks, and a 60-day pilot pathway sized to your call volume.
Most AI agent pilots stall at the first call type that breaks. The Pulse Council exists for the leaders who got past that, want to compare notes between Pulse Summit events, and need a credible path to the second wave of automation. Membership is capped, structured around a working committee, and built for executives running 500+ agent operations.
These aren't pilot numbers. They're the operating ranges Council members report once Voice Agents handle the top three or four call types in production, with grounding, guardrails, and audit on. Directional, drawn from member self-reports.
Of routine inbound calls fully resolved by Voice Agents, never reaching a human.
From kickoff to first AI Agent in production on a single call type, with policy gates on.
Reduction in average handle time on calls augmented by Agent Copilot in real time.
Directional ranges, modeled from publicly reported member outcomes. Replace with your own benchmarks before any external use.
A field-tested operating brief for VPs of CX moving agentic AI from pilot to production with humans and AI agents on one platform. Covers call-type triage, the policy-gate decisions that make or break governance, and the staffing mix Council members landed on by quarter four.
Get the BriefToday's CX leaders don't want another point solution. They want a way to automate the routine without losing oversight, scale execution without losing the human in the loop, and prove ROI without rebuilding their stack. That's the room the Council is built for.
Deflection counted clicks. Containment counts outcomes. Council members track which calls AI Agents actually resolve end-to-end, not which ones they touch.
Audit trails, policy gates, and runtime monitoring aren't a Q3 add-on. They're table stakes for any AI Agent that talks to a customer about a claim, a balance, or a prescription.
The AI Agent handles the routine. The copilot guides the human on the hard call. Insights flow back into coaching. Council members measure all three together, on one platform.
Membership runs on a one-year cycle with three working components. Each one is sized to a senior CX leader's calendar, not a vendor's pipeline. No keynotes. No badge scans. Just structured working sessions and a real production pathway.
Closed-room sessions with eight to twelve member leaders, sized for actual exchange. Each quarter focuses on one production decision: call-type triage, policy-gate design, agent staffing, or the QA loop. Off the record, on the agenda.
Members contribute anonymized operating data: containment by call type, AHT delta, escalation rate, automation drift. The benchmark is the actual median across a real cohort, not a survey of opinions about it. Updated quarterly.
Each Council member gets a sized pilot path on the Acme platform: top-three-call-type triage, deployment of one Voice Agent and an Agent Assist module, governance review, and a fourteen-day path to first agent live. Real production, not a sandbox.
The Pulse Council draws from the partner's existing enterprise customer set: airlines, hospitality, retail, financial services, and the categories where every conversation is high-stakes.
Industry verticals representative of the partner's enterprise customer mix — not specific accounts.
Pulse Council seats open quarterly between Pulse Summit events. The application is short, the review is fast, and the path from yes to first AI agent live runs about two weeks.
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