David Funck — Chief Technology Officer, Avaya
Published:
AI is perfectly suited to handling those kinds of routine things. And then if you can help a human agent with those routine things with the agentic AI, then it leaves time for that human agent to do things that only a human can do—to have empathy, to really listen and give your end customer a really excellent experience.
What does David Funck say on The Agile Brand with Greg Kihlström podcast?
David Funck, Chief Technology Officer, Avaya, says: An interview with David Funck, CTO of Avaya, on the limits of isolated AI applications and the need for shared context across systems. Funck explains Model Context Protocol (MCP) as a way to give LLMs real‑world agency, describes an agentic "tandem care" model that augments human agents, and recommends starting in contact centers to measure ROI while using focused, domain‑specific models for cost and performance advantages.
From: The Agile Brand with Greg Kihlström podcast
Cite as: David Funck. (2026). On The Agile Brand with Greg Kihlström podcast. Retrieved from https://research.agilebrandguide.com/insights/david-funck-ai-is-perfectly-suited-to-handling-those-kinds-of-routine-th