AI ROI Summit Rejects Containment Metric

At the AI ROI in Contact Center Summit, executives from Cisco, Five9, Zoom, Talkdesk, and Converged Technology Professionals argued that containment and deflection are outdated metrics for measuring AI success in contact centers, advocating instead for journey orchestration, human-AI collaboration, and outcome-based evaluation, citing low orchestration adoption and a growing customer-perception gap where only 66% of users feel service improved despite 99% of practitioners believing it has.