Contact Center AI Judged on Resolution, Not Bot Count

The next phase of contact center AI will be measured by resolution quality rather than how many interactions machines handle, according to analysts Bob Laliberte and Zeus Kerravala. Speaking at the AI ROI in Contact Center Summit, they concluded that agentic systems must be judged on whether customer needs were fully completed across the entire journey. The analysts warned that fragmented data and broken processes will undermine AI accuracy and accelerate poor outcomes. They recommended organizations start with a single bounded problem, establish baseline metrics, and build governance as an ongoing practice rather than a one-time checkpoint to enable faster, responsible AI adoption at scale.