Three Insights You Might Have Missed From theCUBE's Coverage of 'The AI ROI in Contact Center Summit'
SiliconANGLE, Wednesday, October 7th, 2026
theCUBE's contact center summit found customer service shifting from speed and deflection metrics toward agentic AI that resolves issues.
SiliconANGLE recaps theCUBE's coverage of The AI ROI in Contact Center Summit, where success metrics are moving from call speed and deflection toward actually resolving customer issues.
Bob Laliberte of theCUBE Research called contact centers an ideal proving ground for agentic AI because of their large interaction volumes, labor costs and highly visible failures.
Joined by ZK Research's Zeus Kerravala and experts from Talkdesk, Cisco and Five9, the discussion covered blending humans and AI agents and orchestrating interactions between customers, agents and employees rather than automating isolated tasks.