Most modern contact centers today are leveraging some form of artificial intelligence (AI) to increase automation, cut costs, and deliver better customer experiences. One of the most common implementations is through AI agents or chatbots, providing customer self-service with the goal to reduce the cost per interaction and limit human agent involvement to situations where it’s mostly needed. These intelligent bots can handle routine inquiries across a wide range of functions such as customer service, IT support, and sales, and are used in industries including banking, retail, travel, human resources, and healthcare.
According to a PwC study of 300 senior U.S. executives, 79% report that AI agents are already in use within their organizations. Yet, most of us have experienced the frustration of a poorly designed self-service system that misunderstands requests, leads to dead ends, and makes it difficult to reach a human agent. This happens because many contact centers fail to evaluate how effectively their AI agents are performing and overlook the need for applications that ensure proper monitoring, governance, and optimization. Without this oversight, businesses risk damaging their brand reputation, revenue, and customer satisfaction, and may even expose themselves to compliance and legal issues.
Despite some of the adoption of AI agents within organizations, contact center leaders are still hesitant to deploy AI agents in more customer-facing use cases. The PwC study revealed that 28% of respondents ranked lack of trust in AI agents as a top barrier to deployment. Other barriers include the need for continued human oversight and accountability (28%), and ongoing compliance and legal challenges (25%).
Powering the modern contact center with connected intelligence
Quality management has long been essential to ensuring strong agent performance and exceptional customer experiences. However, traditional approaches only assess a small fraction of human agent interactions and often overlook the growing impact of AI agents.
The new Webex AI Quality Management changes this by holistically evaluating and suggesting improvements for customer interactions with both human and AI agents, offering access to a wealth of untapped insights previously not available.
This next-generation of quality management leverages generative AI (GenAI) and natural language understanding (NLU) to analyze and evaluate 100% of customer interactions in near real time – every call, chat, and email across both human and AI agents. It unifies speech analytics, sentiment analysis, and omnichannel data into a single, comprehensive view of performance and experience.
Supervisors and agents are empowered with personalized, AI-assisted scoring and real-time actionable insights that highlight coaching opportunities, uncover trends, and eliminate bias, resulting in improved call center performance, more consistency, and enhanced customer experiences.
By continuously monitoring, evaluating, and optimizing AI agents, contact centers can unlock rapid cost savings, increase productivity, and elevate customer satisfaction – often realizing a measurable return on investment within just a few months.
A new era of quality management is almost here
While business tools and technologies continue to advance, the value of genuine human connection remains unchanged. Every mishandled interaction can have tangible consequences — from increased customer churn compliance risks, and higher support volumes.
Webex AI Quality Management helps close these gaps.
- It’s built into Webex Contact Center providing a single, integrated platform experience.
- It provides AI agent and human agent monitoring in a simple, unified view.
- It reduces the risks of AI agent adoption and accelerates its return on investment.
- It enhances real-time agent coaching, reducing turnover and training costs.
- It provides insights for continuous improvements, leading to better customer experiences and higher satisfaction.
Contact us to learn more about the new Webex AI Quality Management (planned to be generally available in Q1 2026).
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