Tech Disruptors NiCE’s Russell on AI Agents for Contact Centers
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Jan 26, 2026 Scott Russell, CEO of Nice Software, shares insights on AI agents transforming contact centers, emphasizing their ability to manage up to 80% of customer interactions. He discusses the evolution from agent support to full automation and the integration of large language models with specialized customer experience frameworks. Russell highlights major industries, like airlines and retail, adopting these technologies while addressing the challenge of existing service benchmarks. He predicts a significant shift by 2026, bringing improved customer experiences through specialized AI solutions.
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AI And Human Combination Improves CX
- Customer service is a prime AI use case that pairs LLM capabilities with 40 years of domain data and guardrails.
- Combining human engagement and AI yields higher-quality, scalable customer experiences.
Rapid Shift From Augmentation To Automation
- Nice observed a shift from agent augmentation to true automation with AI agents handling voice and chat.
- They predict AI could handle 30–80% of contact center volume over coming years.
Mix Deterministic Rules With LLMs
- Give customers choice of LLMs and combine deterministic rules with probabilistic LLM outputs for regulated answers.
- Use domain expertise and CX models to handle complex cases beyond general-purpose LLMs.