{
  "id": 9437982,
  "title": "Containment is dead: Five takeaways from the AI ROI in Contact Center Summit",
  "url": "https://urgent.news/2026/09/23/containment-is-dead-five-takeaways-from-the-ai-roi-in-contact-center",
  "topic": "ai",
  "section": "AI",
  "published": "2026-09-23T23:18:36.000Z",
  "source": {
    "name": "SiliconANGLE",
    "slug": "siliconangle",
    "url": "https://siliconangle.com/2026/09/23/containment-is-dead-five-takeaways-from-the-ai-roi-in-contact-center-summit/"
  },
  "original_language": "en",
  "account": "Five vendors at the CUBE Research’s AI ROI in Contact Center Summit highlighted a few critical takeaways for customer experience and IT leaders. The term \"agentic\" is gaining traction as the industry moves beyond viewing AI agents as mere transaction fillers. Companies are now positioning AI as part of a hybrid workforce that combines AI and human employees. Generative AI is now widely adopted, but its effectiveness depends on human intervention for judgment or multi-system actions. The era of containment and deflection is fading as customers value being routed to a human when needed. Measuring success should focus on the time taken from problem opening to resolution, including back-office processes, not just average handle time or cost savings.",
  "summary": "Every vendor event has a center of gravity, and at theCUBE Research’s AI ROI in Contact Center Summit, it wasn’t a product. It was a metric this industry is finally ready to abandon. I co-hosted the summit recently with Bob Laliberte (pictured, left), principal analyst at theCUBE Research, and spoke with executives from Cisco Systems […] The post Containment is dead: Five takeaways from the AI…",
  "key_points": [],
  "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."
}