There’s been no shortage of hype around AI in contact centers.
But for most CX leaders, the real challenge isn’t deciding whether to adopt AI. It’s knowing how to do it without wasting time, budget, or customer trust.
That’s exactly what our team members Kate Brouse and Jade Giesen set out to unpack in this recent SOCAP International webinar.
Featuring Kate Brouse (Outsource Consultants), Jade Giesen (Outsource Consultants) & the team at SOCAP International
What’s Driving AI Adoption?
When asked why they’re bringing AI into their contact centers, attendees didn’t hesitate: boosting agent productivity came out on top.
What to take from this? For many, AI’s first job is making life easier for frontline teams.
The Noise Is Gone. What’s Your Excuse?
Kate doesn’t sugarcoat it: 2024 was messy. Overhyped tools, vague strategies, and a lot of head scratching.
“Now is the time to start acting on that (AI) path because the noise, the confusion, the uncertainty of 2024… it’s gone.”
But now? The dust has settled.
We know the limits of AI, we know what works, and it’s time to stop waiting and start building. Companies that hesitate in 2025 will be playing catch-up in 2026.
Most Teams Are Dabbling, but Few Are All In
A solid 63% of attendees said they have already rolled out a few AI tools in their contact centers. However, only 7% reported having a mature and strategic approach.
That gap reveals something important.
Most companies are no longer sitting on the sidelines but few have moved past the experimental stage. The real focus for many in the future will be creating a clear long-term plan. We’re talking focused, scalable AI strategies.
Stop Treating Customers Like Test Subjects
Companies feel the pressure to move fast with AI, but rushing tools into customer interactions without proof of value is risky. Jade Giesen offered a clear reminder.
“Don’t practice on your customers.”
Instead, start with your agents. Let them test the tools, offer feedback, and shape how AI fits into their workflows. When the tech proves itself internally, then it becomes safe and smart to introduce it to your customers.
Key Takeaways
- Solve One Problem First: Skip the big vision and start with something simple. Find one issue that slows your team down, tie it to a business outcome, and fix that. Then build from there.
- Let Your Agents Lead: Before bringing AI to your customers, let your agents work with it. Tools like auto note-takers and agent assist can drive fast impact while staying behind the scenes.
- Speak the Language of the C-Suite: It is not enough to be excited about AI. You need to connect it to what your stakeholders actually care about, whether that is cost, efficiency, or customer retention.
- Rework Your Labor Model: Many companies are freeing up budget by shifting support roles to more cost-effective locations. That savings can be reinvested into AI without asking for new money.
- Humans Still Matter: AI is not a set-it-and-forget-it solution. The most effective use cases still rely on people to guide, monitor, and improve the results.
Want help turning AI potential into real results? Connect with the OC team to get started.
