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.

Contact center AI ROI shifts toward resolution quality and governed execution By Cheryl KnightSource: SiliconANGLE https://siliconangle.com The 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 … The 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 . Get AI news in your inbox Daily digest of what matters in AI.