In this CX Today interview, Associate Editor, Rhys Fisher, speaks with Sundeep Boughan, Director of Sales Engineering at Puzzel, to unpack findings from the company’s latest State of the Contact Centre report.
With 1,500+ contact center professionals surveyed, they cut through the AI hype to explore what “AI readiness” truly means, how conversational intelligence is driving real ROI, and why copilots and agentic AI are reshaping the future of the agent experience.
If you’re navigating AI investments in your contact center, this is a must-watch.
Main Description:
AI isn’t a silver bullet anymore – it’s about outcomes. Sundeep shares practical lessons from the field and what separates pilots from real impact.
You’ll learn:
Why 85% feel “ready” for AI but only 34% are truly prepared (hint: it’s data + customer readiness)
How conversation analytics reveals hidden intent and silent pain points
Why copilots are delivering fast wins with summaries, knowledge surfacing & onboarding
What agentic AI means for automation, outcomes, and the future role of agents
Next steps:
Download the report, audit your data quality, map quick-win use cases, and pilot copilots where agent fatigue is highest.
