Enterprise AI
Containment is dead: Five takeaways from the AI ROI in Contact Center Summit
Moving beyond cost-cutting metrics to measure real value in the modern automated contact center.
Every vendor event has a center of gravity, and at theCUBE Research's AI ROI in Contact Center Summit, it wasn't a product. It was a metric this industry is finally ready to abandon. I co-hosted the summit recently with Bob Laliberte (pictured, left), principal analyst at theCUBE...
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AI Analysis
Generated insight by OnAirToday AI
The shift away from containment as a primary success metric marks a pivotal transition toward focusing on genuine customer experience outcomes rather than just deflection. This evolution forces enterprises to re-evaluate their AI investments based on quality of service rather than purely minimizing human interaction.
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