AI Reshapes Contact Center Success Metrics and Roles

At The AI ROI in Contact Center Summit, industry analysts and executives discussed how AI is transforming customer service. Traditional metrics like average handle time are giving way to measures focused on actual issue resolution. Cisco's Vinod Muthukrishnan described agentic AI as orchestrating full customer relationships, not just individual transactions. Zoom's Ram Rajagopalan stressed preserving context across AI-to-human handoffs. Five9's Amit Mathradas pointed to a hybrid model where AI handles high-volume tasks and humans manage complex or sensitive interactions.