by Chad Wilson
Contact center automation now has to produce results that businesses can measure.
Enterprises are moving past broad claims about AI and asking how deployments affect operating costs, employee performance and service quality. TheCUBE Research frames the Sept. 11 “AI ROI in Contact Centers Summit” around that shift, with analysts assessing whether the technology creates lasting economic value, according to Paul Nashawaty, principal analyst at theCUBE Research.
“AI in the contact center is moving from an innovation discussion to an accountability discussion. The question is no longer whether generative and agentic AI can automate interactions or assist agents; it is whether those capabilities translate into measurable improvements in cost-to-serve, agent productivity, resolution quality and customer experience,” Nashawaty said.
TheCUBE Research AppDev practice data shows that organizations investing in AI-enhanced development environments are seeing a 37% reduction in mean time to deploy and a 22% decrease in post-deployment incidents, reinforcing that AI value is increasingly tied to how effectively organizations operationalize and scale it.
