Contact Center AI: How to Find the Right Starting Point

Kristian McCann sits down with Chris Scimone, Director, Solutions Architecture & Engineering at New Era Technology, to answer one of the biggest questions facing organizations investing in AI for customer experience: where should you start?Many contact centers understand the potential of AI, but identifying the right first use case can be challenging. Should organizations focus on customer-facing automation? Agent assistance? Self-service? And how do they ensure early deployments can be expanded upon as the operation scales?Chris shares practical guidance drawn from real-world deployments, explaining why successful AI initiatives often begin by supporting agents behind the scenes before expanding into broader automation.Key discussion points:• How organizations can identify the best first use cases for contact center AI• Why AI assistants are often the ideal starting point for adoption• The metrics that matter most when measuring AI success and customer impact• How to scale AI deployments while maintaining visibility, performance, and governanceNext steps:Visit New Era Technology to identify the biggest friction points affecting customers and agents