AI Adoption Outpaces Readiness in Contact Centers

Despite 98% of companies deploying AI in customer service, only 15% combine agentic AI with cross-departmental orchestration. Compliance, security, and disconnected systems remain the top barriers, with Talkdesk's Pedro Andrade arguing that orchestration, not adoption, determines whether AI investments pay off. Talkdesk's Customer Experience Automation model treats AI deployment as an operating framework coordinating hybrid human-AI workforces. CXA leaders report four times the net promoter score improvement of less mature adopters, and Andrade urges companies to automate entire customer journeys rather than isolated touchpoints.