Contact centers deploy AI faster than they can manage it
Source: SiliconANGLE
Enterprise adoption of customer service AI has become a checkbox exercise. Companies layer in chatbots and automation without the infrastructure, training, or data quality to resolve customer issues end-to-end. Interactions get routed through AI systems that lack context or authority, then dumped back to understaffed human teams. Contact centers become expensive pass-throughs rather than solution engines. The gap widens because vendors incentivize quick wins over hard integration work, leaving consumers to absorb the friction.