Contact center AI ROI shifts toward resolution quality and governed execution

Contact center AI ROI is shifting from interaction volume to resolution quality and governed execution, according to Bob Laliberte, principal analyst for networking and observability at theCUBE Research, and Zeus Kerravala, principal analyst, speaking at the Contact Center Summit. The analysts said the next phase of contact center artificial intelligence will be measured by whether customers actually get their problems resolved rather than by how many interactions machines handle.