How AI in the Contact Center is Powering Real-Time Insights, Smarter Agents & Better ROI

In this CX Today interview, Nicole Willing speaks with Steve Blood, VP of Market Intelligence at Five9, about how AI is evolving into the connective layer across the modern contact center.As organizations move beyond disconnected tools, Steve explains how combining AI with a unified CX platform enables real-time insights, smarter routing, and more personalized customer interactions. By bringing together interaction data, operational data, and customer history, enterprises can gain deeper context and make faster, more informed decisions.The conversation explores how AI-driven systems analyze customer intent and sentiment in real time, enabling dynamic routing, immediate coaching insights, and continuous optimization across the entire customer journey. Steve also discusses how AI is augmenting agents with real-time guidance, helping them deliver better outcomes while reducing burnout.Watch the full conversation to learn how to unlock real-time insights, empower agents, and deliver more connected, intelligent customer experiences.For more Customer Experience tech news visit https://www.cxtoday.com