Forget the Rulebook: How Self-Learning AI Is Rewriting Contact Center Automation

When AI learns from real conversations, not pre-built rules, the contact center transformation timeline collapses In this discussion, Rhys Fisher, Associate Editor at CX Today, sits down with Claudio Rodrigues, Chief Product Officer at Omilia, to dig into one of the most pressing questions in customer experience right now: what does truly intelligent, self-learning contact center AI actually look like in practice? If you're tired of AI conversations that stay at surface level, this one's for you. The contact center AI story is usually told the same way: clean your data, build your rules, wait months for results. Omilia is telling a very different story. Claudio Rodrigues breaks down how Omilia's platform skips the data preparation bottleneck entirely, connecting directly to live contact center operations and learning from the ground up: The data myth, debunked: Why asking customers to have "perfect data" before deploying AI is a broken approach, and how Omilia listens to 100% of contact center calls to build automation from reality, not assumptions. From insight to automation: How the platform identifies automation opportunities, quantifies their business impact, and deploys them to production with built-in safety rails and automatic rollback – all from a single approval click. The gap between AI and human agents is closing: What it looks like when AI and human agents are benchmarked in real time, and why Claudio believes the future contact center workforce will be defined by brand experience, not call handling speed. The 30-day/six-month/one-year curve: A frank, specific breakdown of what organizations can realistically expect as self-learning compounds over time. NEXT STEPS: Head to cxtoday.com for more expert interviews and breaking CX industry analysis Drop your thoughts in the comments – is your organization ready to deploy self-learning AI? Like and subscribe so you never miss a CX Today conversation