When AI tools were first introduced into the contact center, consumers were somewhat apprehensive about bots taking over the customer service experiences. Initial thoughts were that companies would place callers into some sort of doom loop in which they could not escape to a real human when interactions went awry. Fast forward to the current time, when consumers have become more familiar using artificial intelligence tools in their personal and professional lives, and the vast majority of customers simply don’t care if it’s a human or an agent on the other side, as long as their situation is resolved. If anything, AI has reset expectations in terms of the speed, personalization and efficiency delivered within the customer service experience. Interacting with systems that provide faster answers, more natural interactions and lower effort no longer feels exceptional; it feels expected. In turn, CX leaders are beginning to understand that legacy infrastructure often must be updated and upgraded to meet expectations. Make no mistakes, the stakes are as high as the expectations. Today’s consumers don’t judge the experience provided by an organization in isolation, and they don’t just compare experiences between direct competitors. They compare against every customer experience (CX) they’ve had, suggest findings from Genesys in its “2026 State of Customer Experience” report. A full 92 percent of consumers surveyed for the study said they expect organizations to match the best experience they have ever had anywhere. As many as three-quarters of respondents, meanwhile, expect AI to improve the quality, speed and level of personalization of customer service within the next two to three years. And woe to organizations that fail to deliver. A full 91 percent of consumers The CX Orchestration Gap Contact center infrastructure in line for upgrades By Martin Vilaboy AT YOUR SERVICE: XaaS 18 CHANNELVISION | FALL 2026
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