Analysts report that contact centers are broadly deploying AI but are not yet achieving end-to-end, governed resolution workflows
Benchmark result Provisional 72% confidence first seen
The coverage describes research and analyst commentary on how contact centers are adopting AI across the customer journey, but many implementations remain limited to narrower use cases such as chatbots or agent-assist rather than end-to-end resolution. It also highlights a shift in how ROI is evaluated, with recommendations to focus on resolution quality and governed execution using workflow scorecards and staged rollouts.