AI & Automation

AI is everywhere in the contact center right now. But in my conversations with customers, one question keeps coming up: what happens after you go live? 

If you've been wondering how to automate your customer support efforts with AI virtual agents, you're not alone. Made possible by the power of generative AI, these more advanced agents have the potential to revolutionize customer service automation — as long as they're deployed in the right manner for the right purpose. 

Read on for the perfect starting points to implement AI today and build for what's next. 

“Let me just check that for you.” It’s the most common sentence in the contact center and a polite way of saying the answer exists somewhere, just not where it’s needed. 

Getting AI into your contact center is no longer a question of if — it’s a matter of how. But the ROI of AI isn’t guaranteed. A rushed or poorly planned rollout can create more problems than it solves.  

For decades, customer experience (CX) has been designed around one core assumption: the customer is human. Queues, scripts, SLAs, escalation paths, and channel strategies were built to match human expectations, judgment, and tolerance for friction. That model still matters. But it will no longer be sufficient.