Basis: CX Today’s coverage of CCW Nashville 2026 (including CMP’s finding that 89% of customers feel steered to self-service), Sanas Supervised AI, IAA’s reported results, Microsoft Contact Center Intelligence and Zoom’s Unified Context Layer. Vendor results quoted there are self-reported.
Scope
- Which contact types are in the pilot, and which are excluded?
- What is the baseline for resolution, NPS, handling time and abandonment, measured over the same period?
Customers
- Do customers know they are speaking to AI, and can they reach a person quickly?
- What does the customer experience at handoff: do they repeat themselves?
Control
- Who supervises, and how many conversations can one person watch?
- What triggers an alert or takeover (sentiment, a request for a human, a compliance step)?
- What is logged, and for how long?
Platform
- Can the AI layer work with your existing telephony, or does it require replacement?
- What is the pricing model, and what does it cost at your volume?