Industry Newsagentic aicontact centersusanai governance
USAN Reveals AI Adoption-Strategy Gap in Contact Centers
6.1
USAN released The State of AI in Customer Experience 2026, finding 98% AI adoption in enterprise contact centers but only 12% fully optimized, creating an 86-percentage-point technology-to-strategy gap. The report highlights a shift to agentic AI linked to a 61% rise in difficult agent interactions, notes infrastructure and governance shortfalls, and recommends integrated ecosystems and new metrics.
Key Points
- 1Reports 98% AI adoption but only 12% fully optimized, creating an 86-point strategy gap
- 2Highlights rise of agentic AI, causing 61% increase in complex, high-stakes agent interactions
- 3Advises building integrated AI-human ecosystems, cloud migration, governance, and metric shifts for measurable value
Scoring Rationale
Survey provides timely, industry-relevant adoption metrics but is single-source vendor research with potential PR framing.
Sources
Public references used for this report.
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