For large, complex enterprises, AI transformation isn't just a technology decision. It's an infrastructure one. Voice is where that gets tested hardest: it's the highest-volume, highest-stakes channel, and the one most CX leaders assume will be the last to change. In this session, Ada and Digicel, a telco operating across 31 markets and 6 languages, share how they moved voice from scripted IVR to true agentic resolution, and how fast the results showed up. Key takeaways: - In four months, Digicel's Ada-powered AI agent took voice containment from 33% to 70%, reaching 93% of a goal set two years out. - Moving from scripted to generative AI mid-program takes governance, not just configuration. Platform, Practice, and Experts have to move together. - As containment scales, the workforce reshapes: frontline roles shrink through attrition, not layoffs, while a specialist tier for complex cases grows. - A real-world blueprint for CCOs on redesigning CX at scale, and what it took to move that fast on voice.