Topic
Use of conversational and agentic AI in customer service operations, spanning virtual agents, agent assist, call routing and the measurement of their results.
Amit Mathradas, who took over Five9 in February, says the misconception is that humans are going away from the contact center. The customer result he offers is a containment rate above 50%.
Reality
Zoom's Ram Rajagopalan says buyers who measured only containment a year ago now ask about end-to-end resolution. Neither he nor the implementation partner beside him gave a figure for either metric.
Reality
Legacy scores reward a short call that fixed nothing, and the two analysts on theCUBE's contact center summit coverage say AI payback now depends on the content the agent reads from and on whether the problem closed.
Reality