AI In The Contact Center: Transforming Value Creation
destinationCRM, Thursday, January 15th, 2026
AI is quickly transforming customer service and contact center operations to generate measurable value. With the integration of genAI and agentic AI, organizations can now move beyond pilots and into strategic full-scale deployments that drive quantifiable results, even as an MIT report notes that 95 percent of genAI pilots fail.
Structured interactions, clear metrics, and abundant conversational data offer the ideal conditions for AI success. GenAI creates natural-sounding responses and summaries, while agentic AI goes further, taking action, orchestrating workflows, and making real-time decisions.
Emerging AI Capabilities Expand Customer Service Possibilities
AI automation has already demonstrated its value as a way to streamline and accelerate standardized, high-volume processes. Now, genAI and agentic AI add the ability to deliver humanlike service in less standardized interactions. Agentic AI can also orchestrate complex contact flows and multiple customer intents to route and handle customer engagements more effectively.