AI Adoption Outruns Readiness as Contact Centers Chase End-to-End Resolution
SiliconANGLE, Monday, September 14th, 2026
Most companies deploy AI in customer service, but lack orchestration needed for measurable returns.
While 98% of companies have deployed AI in customer service operations, only 15% combine agentic AI with cross-departmental orchestration.
Pedro Andrade from Talkdesk explains that orchestration, meaning the coordination of data, systems and workflows, is the critical divider between measurable returns and merely counting deflected calls.
CXA leaders report four times higher net promoter score improvements than less mature adopters. The challenge lies in governance, integration and compliance rather than raw AI capability.