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 governance

Next steps:

Visit New Era Technology to identify the biggest friction points affecting customers and agents