AI in Contact Centers: What’s Actually Working in 2026

For all the momentum around agentic AI, most contact center leaders are still sorting signal from noise. Which use cases are actually delivering ROI? Which implementation traps keep derailing projects? And what does it take to move from discussion to action?

A new study from SoundHound AI and CCW Digital has answers, and in this fireside chat, SoundHound AI Chief Operating Officer Michael Zagorsek sits down with CCW Digital Managing Director Brian Cantor and Content Analyst Audrey Steeves to work through what the data shows and what it means for leaders ready to move.

You’ll leave knowing:

• Why agentic AI is outperforming the broader AI category and why 95%+ of users say results met or exceeded expectations
• The use cases generating the clearest gains in efficiency, CSAT, and revenue in 2026
• How the best agentic solutions support omnichannel CX and the integration questions to ask any vendor before you commit
• Where AI autonomy is expanding, where human judgment still wins, and how to design the right balance
• What the path from pilot to production looks like for organizations scaling today and what 58% of leaders expect AI to handle by 2030

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