Thursday, January 15, 2026
Welcome to the Contact Center Top Voice Interview Series, where we spotlight leaders shaping the future of customer experience, AI-driven contact centers, and enterprise communications.
For this edition, Sudipto Ghosh, Head of Global Marketing at Intent Amplify, sat down with Jamie Cooper, the Chief Product Officer at Natterbox—an innovator at the forefront of AI-powered contact center transformation.
Jamie leads Natterbox’s product strategy, vision, and execution. Bringing extensive expertise in product development and enterprise technology, he stepped into the CPO role in 2022 and has since driven the transformation of customer insights into intelligent, scalable solutions. Under his leadership, Natterbox has accelerated its focus on AI, omnichannel capabilities, and a more seamless blend between human and automated interactions—helping organizations deliver smarter, faster, and more meaningful customer conversations.
Jamie, thank you for joining us.
Jamie: Thank you, Sudipto. I’m Chief Product Officer at Natterbox where I lead the product strategy, vision and execution, along with various other functions.
I’ve been closely involved in product development and strategy in a variety of prior roles but stepped into my current position as CPO in 2022. It’s incredibly rewarding to turn customer insights into solutions that solve real-world problems. We’ve placed a strong emphasis on AI and omnichannel capabilities to transform the contact centre experience, and I’m proud of how our teams have embraced innovation while staying grounded in customer value.
Jamie: At Natterbox, our core focus is simple: we make customer conversations smarter. We offer an AI-powered contact center platform that helps leading organizations to effortlessly incorporate AI into their contact center operations and seamlessly blend AI with their contact center workforce to deliver optimal customer experiences.
Our latest AI solutions, AI Assistants and AI Agents, take things one step further. They are designed to handle routine customer queries and even complete more complex tasks like booking meetings and processing refunds, all without human intervention.
The real impact is in the way we blend AI efficiency with human care so that businesses can serve customers faster, reduce costs, and unlock new insights that make every customer interaction better than the last.
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Jamie: The perfect contact center stack in 2025 starts with strong foundations - scalable infrastructure and high-quality carrier integrations that can provide global voice and digital capabilities.
The most effective setups combine a human and AI workforce, orchestrated to ensure the right resource handles each query. AI should resolve full interactions where it makes sense, while humans focus on complex, sensitive, or strategic conversations.
The stack must support seamless engagement across voice, messaging, and digital, with full context carried between channels. Real-time analytics, deep CRM integration, and agent tools for coaching and quality complete the picture - all unified around delivering fast, consistent, and personal customer experiences.
Crucially, efficiencies are gained by integrating into existing workflows and business processes - not duplicating them. The stack should be deeply integrated into a CRM, not just connected.
Jamie: Contact centers used to be thought of as cost centers, places to fix problems once they happen. Our AI agents and assistants flip that on its head, transforming contact centers from reactive support hubs into proactive, strategic assets, and surfacing relevant insights for human agents, enabling faster, more meaningful interactions - and happier customers.
By reducing friction and enhancing customer experiences, AI-driven contact centers not only resolve issues efficiently but also build loyalty, identify upsell opportunities, and contribute directly to revenue growth and long-term customer retention.
Jamie: The key set of metrics will vary for each customer based on their business objectives. Overall, monitoring, agent productivity, call deflection rates, and AI containment - the percentage of interactions fully handled by AI - provides insight into business efficiency gains.
Revenue-related KPIs like upsell conversions and retention rates can further demonstrate business impact and mean that we can see the positive impact of implementing AI in real time. These metrics collectively help assess how AI agents improve service quality, reduce operational costs, and drive measurable value. Measuring customer satisfaction and individual feedback is just as important, and will help the AI’s natural language to improve, making the call experience easier.
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Jamie: It’s a balance on both ends. Businesses don’t need to do everything with AI from day one. There are real efficiency gains to be had from resolving just 20, 30, or 40% of inquiries with AI - especially if it’s quick to set up and doesn’t disrupt existing processes.
Our approach has been to focus on low-friction onboarding by allowing AI to be trained from existing public data - like websites, FAQs, or PDFs - which avoids concerns about exposing internal systems or sensitive content too early. It also ensures faster time to value.
At the same time, we’ve built in strong guardrails to provide assurance on AI responses. That way, businesses can start small, stay safe, and grow confidence over time as AI becomes a trusted part of the customer service team.
Jamie: We build in configurable escalation rules across all AI interactions. That could mean responding to explicit requests to speak to a human, or detecting changes in sentiment, frustration, or confusion and automatically escalating when needed.
For AI conversations to be successful, they must deliver outcomes - but just as importantly, they need to know when they can’t. In those moments, a fast and seamless handoff to the right human agent, with full context preserved, is key to maintaining a positive experience and avoiding repetition or delay. It’s not just about automation - it’s about smart, human-aware orchestration.
Jamie: We’re seeing agents shift from battling with call volume to focusing on higher quality, rewarding conversations. At We Buy Any Home, for example, our AI Agent now handles over 80% of buyer inquiries and captures around 1,000 additional calls a month. That means sales teams are speaking to qualified leads with genuine intent, and aren’t spending time fielding low-value queries.
The impact on mindset is significant. Agents report enjoying their work more because more of the calls they take are relevant and positive. Rather than being bogged down by routine screening they’re free to focus on selling and building relationships.
Jamie: Natterbox deeply integrates its AI-powered voice and messaging capabilities with Salesforce, centralizing customer data and interaction history across voice, SMS, and WhatsApp, enabling AI agents to deliver consistent, personalized service across multiple channels. Real-time synchronization ensures AI Agents and Assistants have full context, reducing friction and customer frustration, and improving resolution speed. As conversations move across channels or agents, Natterbox is able to pass along the context so the conversation can continue from its last point rather than starting all over. Plus, since every conversation is logged in Salesforce, organizations have complete visibility into the prior customer conversations and interactions.
Jamie: AI is going to play an increasing role in contact centers. Ultimately, we believe that AI will serve as the first point of contact for most customer conversations. The AI will be able to triage the interaction and quickly be able to address the issue itself or route it to the human agent who can help resolve the issues. While humans will remain a critical part of the contact center, this AI-first approach will allow customers to quickly have their queries resolved on a channel and at a time that is most convenient for them.
Proactive outreach will grow, but it needs to be thoughtful and consent-led. We don’t see AI spamming individuals - instead, it will support post-sale engagement, onboarding, renewals, and loyalty programmes where there’s clear customer value. AI agents will be able to detect friction points, offer timely support, and even suggest relevant services - not just reactively, but as part of a broader customer growth strategy.
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Jamie: Organizations should consider long-term cost efficiency, scalability, and the impact on customer experience against traditional outsourcing or hybrid models. AI agents offer 24/7 availability, faster response times, and consistent service quality, while reducing dependency on external labor. Most people can’t contact call centers during working hours, and frustrating out-of-hours recorded messages disappear when the AI Assistant is there to pick up the phone.
When assessing options, companies should consider integration capabilities as well as how each model supports goals like personalization and data security. AI adoption often proves more agile and sustainable for scaling services while maintaining control and improving performance. However, maintaining a skilled staff of human agents is essential to complement AI solutions, which escalate to humans when human judgement and emotion are necessary in solving a customer problem.
Thank you, Jamie for your time today! We look forward to speaking with you again.
To participate in our interviews, please write to our Contact Center Tech Media Room at info@intentamplify.com
Jamie Cooper, Chief Product Officer at Natterbox, leads the company’s product vision and drives innovation across AI-powered contact center solutions. With a career spanning Product, Sales Engineering, Customer Success, and Professional Services, Jamie brings a holistic, commercially grounded approach to delivering scalable, insight-driven solutions that strengthen customer value and long-term revenue.
Natterbox is the AI-powered contact center platform redefining how Salesforce-first businesses connect with customers. Drawing on 15+ years of contact center expertise, we help leading organizations to effortlessly incorporate AI into their contact center operations and seamlessly blend AI with their contact center workforce to deliver optimal customer experiences.
