Scott Russell

CEO of Nice Software, leading the company's work on AI platforms for contact centers and customer service automation with decades of industry experience.

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Jan 26, 2026 • 29min

NiCE’s Russell on AI Agents for Contact Centers

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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