Containment is dead: Five takeaways from the AI ROI in Contact Center Summit

At the AI ROI in Contact Center Summit, industry leaders from Cisco, Five9, Zoom, Talkdesk, and partners discussed evolving AI roles in customer experience, emphasizing agentic AI as a complex framework beyond simple automation. They highlighted the shift from transactional AI to relationship-building AI and the integration challenges of generative AI with human judgment in enterprise settings.