Kevin Lee — CTO, NiCE
Published:
The moment you say, 'Okay, pilot to production,' I’m getting 8%, 10% maybe of volume inside of chat. Enterprise-scale voice — to be able to now turn on that same experience inside voice at scale — is where the compounding effects of having a single platform become acutely evident; it lets an organization focus on the value and not on the architecture.
What does Kevin Lee say on The Agile Brand with Greg Kihlström?
Kevin Lee, CTO, NiCE, says: NiCE CTO Kevin Lee explains why many enterprise AI pilots stall and how organizations can move from proof-of-concept to production. He advises prioritizing high-impact use cases from historical interaction data, embedding governance and determinism for regulated contexts, and selecting unified platforms that allow capabilities to compound across chat, voice, and human-agent augmentation to scale AI responsibly.
From: The Agile Brand with Greg Kihlström
Cite as: Kevin Lee. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/kevin-lee-the-moment-you-say-okay-pilot-to-production-im-getting