{"slug": "contact-center-ai-roi-shifts-toward-resolution-quality-and-governed-execution", "title": "Contact center AI ROI shifts toward resolution quality and governed execution", "summary": "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.", "body_md": "# Contact center AI ROI shifts toward resolution quality and governed execution\n\nBy Cheryl KnightSource: \n\n[SiliconANGLE](https://siliconangle.com)\nThe next phase of contact center [artificial intelligence](https://www.machinebrief.com/glossary/artificial-intelligence) will be measured less by how many interactions machines handle and more by whether customers actually get their problems resolved. That was one of the central conclusions from Bob Laliberte (pictured, left), principal analyst for networking and observability at theCUBE Research, and Zeus Kerravala (right), principal analyst […]\n\nThe post [Contact center AI ROI shifts toward resolution quality and governed execution](https://siliconangle.com/2026/09/14/contact-center-ai-resolution-contactcentersummit/) appeared first on [SiliconANGLE](https://siliconangle.com).\n\nGet AI news in your inbox\n\nDaily digest of what matters in AI.", "url": "https://wpnews.pro/news/contact-center-ai-roi-shifts-toward-resolution-quality-and-governed-execution", "canonical_source": "https://www.machinebrief.com/news/contact-center-ai-roi-shifts-toward-resolution-quality-and-g-1f27", "published_at": "2026-09-14 22:38:24+00:00", "updated_at": "2026-09-14 23:57:21.799392+00:00", "lang": "en", "topics": ["artificial-intelligence", "ai-agents", "ai-products"], "entities": ["Bob Laliberte", "Zeus Kerravala", "theCUBE Research", "SiliconANGLE", "Contact Center Summit"], "alternates": {"html": "https://wpnews.pro/news/contact-center-ai-roi-shifts-toward-resolution-quality-and-governed-execution", "markdown": "https://wpnews.pro/news/contact-center-ai-roi-shifts-toward-resolution-quality-and-governed-execution.md", "text": "https://wpnews.pro/news/contact-center-ai-roi-shifts-toward-resolution-quality-and-governed-execution.txt", "jsonld": "https://wpnews.pro/news/contact-center-ai-roi-shifts-toward-resolution-quality-and-governed-execution.jsonld"}}