Fireside Chat: Training Agents to Work with AI for Trusted Results at Hyatt

Tuesday, May 12, 2026
11:00 AM EST | 4:00 PM BST

AI tools are only as effective as the people trained to use them. When agents understand how to communicate with AI, the results speak for themselves: faster resolutions, better experiences, and real operational impact.

In this fireside chat, Hyatt’s learning and knowledge management leaders share how they’re building a culture of AI confidence by training agents to use NiCE Copilot effectively through prompt engineering, knowledge base strategy, and multilingual support across chat.

Whether you’re just getting started with Copilot or looking to scale adoption, this session delivers the practical guidance you need to unlock AI’s full potential in your contact center.

You’ll walk away ready to:

• Build a solid Copilot foundation for your contact center
• Learn how Hyatt trains agents to communicate with AI
• Apply prompt engineering and Copilot best practices at scale
• Scale multilingual support across chat and voice with confidence

Speakers:

Guest speakers:
Elisha Wright, Global Director, Learning Design & Delivery, Hyatt
Tia Gray, Senior Manager, Knowledge Base Strategy, Hyatt

NiCE speaker: Lanier Pegues, Director of Sales, AI