by Alexa Schmitt Bugler | Aug 27, 2026 | Artificial Intelligence
Most contact center AI agent deployments that underperform have one thing in common: they were treated as technology projects rather than operational frameworks. This guide is designed to help CX leaders understand how to implement AI agents in a contact center in 6...
by Alexa Schmitt Bugler | Aug 27, 2026 | Artificial Intelligence
The AI agent market for contact centers has expanded fast enough that comparing platforms is now genuinely difficult. Three years ago there were a handful of serious options. In 2026 there are hundreds, and there’s increasing pressure to invest in and scale AI...
by Alexa Schmitt Bugler | Aug 27, 2026 | Artificial Intelligence
Still trying to figure out how and when to invest in AI agent vs agent assist tools for contact center support? You’re not alone. A whopping 88% of contact centers are using AI at scale…but only 25% of that have actually leveraged its full potential...
by Alexa Schmitt Bugler | Aug 26, 2026 | Artificial Intelligence
Smooth AI agent to human agent escalation is table stakes now for CX and contact center leaders. With the majority of contact center AI agents now handling 25-60% of inbound volume, the interactions that reach a human are those that AI couldn’t close. These are...
by Alexa Schmitt Bugler | Aug 25, 2026 | Artificial Intelligence
“AI agent for customer support” has become one of those terms that gets applied to almost everything. A voice bot that reads account balances. A chat widget that surfaces FAQ articles. A system that writes post-call notes. A tool that coaches your agents...
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