Featured in CallCenterTimes
Despite significant AI investment, most enterprise contact centers still see resolution rates stuck in the mid-60 percents. In this article, Claudio Rodrigues, Chief Product Officer at Omilia argues the problem isn’t budget, it’s architecture. Traditional automation deploys and decays.
Self-learning AI works differently: it monitors every interaction, identifies what’s failing, builds improvements automatically and surfaces them for human approval. Containment stops plateauing and starts compounding. Deployments that once took six to twelve months now go live in days.
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