Deflection Is NOT a Contact Center AI Strategy. This Is.

20/10/2025 10 min
Deflection Is NOT a Contact Center AI Strategy. This Is.

Listen "Deflection Is NOT a Contact Center AI Strategy. This Is."

Episode Synopsis

CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET.The duo explores changing contact center metrics, AI, and orchestration, discussing:🤔 Is It Time to Rethink Deflection & Containment? 🤔Clare explains why these metrics, while useful, aren’t a strategy, and how contact centers may wish to shift their thinking. 🤝 When Should Humans Take the Lead? 🤝From contacts that are critical for retention to those with upsell potential, Clare highlights where humans should take the lead in the contact center of the future. 🙃 How Will the Support Role Change? 🙃As humans answer more complex and deliberate contacts, Clare underscores how contact centers can prepare agents for the future. 🛠️ The Future of Agent Tooling 🛠️Clare shares how agent assist and other AI-driven tools are evolving from knowledge suggestions into coaching systems, helping new hires perform like seasoned experts.Deep dive on journey orchestration, conversational AI, and agent assist tooling by visiting: ujet.cx

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