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The article focuses on the strategic shift in customer service metrics from speed to resolution quality driven by agentic AI and human-AI orchestration. This represents a significant evolution in how AI is applied to enterprise workflows, moving beyond simple task automation to complex interaction management.

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Three insights you might have missed from theCUBE’s coverage of ‘The AI ROI in Contact Center Summit’

SiliconANGLEOctober 7, 20266 min read

Artificial intelligence is helping to change what success looks like for customer service teams, with less focus on call speed and deflection and greater emphasis on resolving customer issues. That shift is changing how companies think about the role of AI, from automating individual tasks to orchestrating interactions between customers, AI agents and human employees. […] The post Three insights you might have missed from theCUBE’s coverage of ‘The AI ROI in Contact Center Summit’ appeared first on SiliconANGLE.

Artificial intelligence is helping to change what success looks like for customer service teams, with less focus on call speed and deflection and greater emphasis on resolving customer issues. That shift is changing how companies think about the role of AI, from automating individual tasks to orchestrating interactions between customers, AI agents and human employees. The conversation at The AI ROI in Contact Center Summit revolved around the ways companies can blend humans and agentic AI to deliver better customer service experiences. In the event kickoff, theCUBE Research’s Bob Laliberte (pictured, left) explained why call centers are ultimately an ideal proving ground for the…

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