Botco.ai is the Enterprise AI Agent Platform purpose-built for organizations that need to engage customers through intelligent, reliable, and secure AI conversations. The platform enables enterprises to seamlessly create, securely deploy, and easily manage autonomous AI agents using a no-code development environment (IDE) and retrieval-augmented generation (RAG) technology. Trusted by leading healthcare, behavioral health, and pharmaceutical organizations, Botco.ai empowers businesses to convert conversations into revenue, reduce operational costs, and improve customer satisfaction. Recognized as “Most Outstanding Startup” by the Arizona Innovation Challenge and winner of the TiE50 and ACA Best SaaS Platform awards, Botco.ai is redefining how enterprises engage with their audiences through agentic AI.To learn more, visit www.botco.ai.
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Build It Right: An AI Agent Masterclass for Customer Support
Piyush Parikh, Co-Founder, Equinox Agents | Kevin Clark, Customer Success
August 25, 2026 |
You already know AI agents belong in your support stack.
This session is about building them right.
WHAT YOU’LL LEARN
Module 1 — Design the Flow Before You Build
→ Map customer journeys before touching a single configuration
→ Which interactions belong to an AI agent, which are hybrid, which stay human
Module 2 — Escalation Logic That Transfers Context, Not Just Calls
→ Handoff rules that trigger at the right moment
→ How to ensure human agents receive full context — so customers never repeat themselves
Module 3 — Voice AI Agents as a Support Channel
→ When voice outperforms chat, SMS, and web forms
→ How to design for spoken interaction, not text adapted for audio
→ Real deployment example: closing after-hours gaps without adding headcount
Module 4 — Omnichannel Architecture That Actually Connects
→ How to make voice, chat, SMS, and human agents share context seamlessly
→ The integration decisions that determine whether your stack feels unified or siloed
Module 5 — Measure Outcomes, Not Activity
→ The metrics that predict customer retention vs. the ones that just look good on a dashboard
→ A before/after benchmarking framework for your current AI agent stack
WHAT YOU’LL LEAVE WITH ( we can see which of these is possible to create)
✓ An AI agent design checklist for your current or planned deployment
✓ A channel-routing matrix: voice vs. chat vs. SMS vs. human
FOR
CX and support leaders · Contact center directors · Digital transformation teams · Anyone building or buying AI agent platforms
Voice AI is the next frontier in customer engagement. But most organizations don’t understand the gap between what they think they need and what customers actually want. We surveyed 500 business leaders and consumers to find out.
The results reveal critical insights about adoption, trust, expectations—and where the real opportunities lie.
SPEAKERS
Piyush Parikh | Co-Founder, Equinox Agents
Piyush Parikh is a serial entrepreneur, angel investor, and co-founder of Equinox Agents, with over a decade of experience helping B2B software companies scale customer support and improve the customer journey. He leads an organization of 80+ employees serving clients globally and is an active funding partner at the Arizona Founders Fund, the state’s first early-stage fund dedicated to local software startups. Piyush holds degrees in Chemical Engineering and an MBA from the University of Virginia’s Darden School of Business.
Kevin Clark | Customer Success, Botco.ai
Kevin Clark is a customer support executive at Botco.ai, where he works at the intersection of conversational AI and high-stakes industries including healthcare, behavioral health, and public sector services. With a background spanning healthtech entrepreneurship, immersive experience design, and AI-powered product development, Kevin brings a practitioner’s perspective to how organizations deploy intelligent automation that actually serves people in complex, real-world moments. He co-founded Point Motion, a healthtech AI company, and has spent his career helping teams build and scale technology that meets users where they are — whether that’s chat, voice, or beyond.