CX Today AI Hype Is Over – Now Contact Centers Need Results
9 snips
Feb 12, 2026 Sundeep Boughan, Director of Sales Engineering at Puzzel and contact centre AI expert, breaks down real-world AI readiness and why data and customer prep matter. He discusses why many pilots stall and how to get measurable ROI. Conversation analytics, copilots for fast wins, and the rise of agentic AI reshape agent experience.
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Readiness vs True Preparedness
- Saying you're "ready" for AI is different from being truly prepared because readiness requires clean data and customer readiness.
- Sundeep Boughan warns that without those foundations AI projects will waste time and money.
Pilots Failed From FOMO, Not Tech Limits
- Many early AI pilots failed from executive-driven FOMO and lacked clear success criteria.
- Sundeep says maturity and defined ROI are now required to move beyond pilots into practical impact.
Keyword Blindspot Revealed By Intent
- A customer saw "payment" repeatedly in keywords but intent analysis revealed recurring billing during renewals.
- That discovery fixed churn drivers that keyword analysis had missed.