Contact centers are adding AI agents without the infrastructure to govern them. A new benchmark reveals the scale of the problem.

The Gist

Governance gap. Contact center AI adoption is moving faster than the governance infrastructure needed to manage AI agents.

Data blockers. 53% of surveyed contact centers say their data isn't organized or centralized enough for AI.

Guardrails first. Leaders must define AI agent tasks, authority limits and escalation rules before deployment.

As contact center leaders adopt agentic AI, their CFOs, risk officers and operations teams all want to know what their AI agents are doing.

Recently, CMSWire INSIGHTS — the research arm of CMSWire — partnered with SuccessKPI to benchmark AI maturity in contact centers. The survey built a benchmark index that measures contact center maturity across people, process and technology dimensions.…