{
  "id": 6485431,
  "title": "What to expect during ‘The AI ROI in Contact Center Summit’: Join theCUBE Sept. 11",
  "url": "https://urgent.news/2026/09/09/what-to-expect-during-the-ai-roi-in-contact-center-summit-join",
  "topic": "ai",
  "section": "AI",
  "published": "2026-09-09T22:22:55.000Z",
  "source": {
    "name": "SiliconANGLE",
    "slug": "siliconangle",
    "url": "https://siliconangle.com/2026/09/09/contact-center-automation-summit-contactcentersummit/"
  },
  "original_language": "en",
  "account": "The AI ROI in Contact Center Summit, hosted by theCUBE Research, is set to convene on September 11 to explore the practical implications of AI deployment in contact centers. According to Paul Nashawaty, principal analyst at theCUBE Research, the focus is shifting from the innovative potential of AI to its measurable economic value. Analysts Bob Laliberte and Zeus Kerravala will discuss with industry experts how enterprises can quantify the impact of contact center AI on key metrics like cost-to-serve, agent productivity, resolution quality, and customer experience. Sam Weston, industry analyst at theCUBE Research, stresses that beyond initial adoption, companies must link AI progress to business outcomes such as first-contact resolution, cost per interaction, and customer satisfaction. Krista Case, principal analyst at theCUBE Research, highlights the importance of agent productivity gains leading to broader operational benefits, including the ability to handle increased demand with reduced staffing and maintaining high resolution quality. Successful AI integration hinges on trusted data, seamless workflows, and robust monitoring systems. The summit will feature insights from sponsors such as Five9 Inc., Cisco Systems Inc., and Talkdesk Inc., underscoring the growing industry consensus on the ROI focus.",
  "summary": "Contact center automation now has to produce results that businesses can measure. Enterprises are moving past broad claims about AI and asking how deployments affect operating costs, employee performance and service quality. TheCUBE Research frames the Sept. 11 “AI ROI in Contact Centers Summit” around that shift, with analysts assessing whether the technology creates lasting […] The post What to…",
  "key_points": [
    "Summit focuses on AI ROI in contact centers",
    "Experts discuss quantifying AI impact on cost, productivity, quality",
    "Sponsors highlight industry consensus on ROI focus"
  ],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}