Artificial intelligence now touches nearly every customer service operation, yet most deployments still stop at a single chatbot or an assist panel beside a human agent. The harder work — coordinating data, systems and people to resolve a request from beginning to end — remains largely undone, and it is fast becoming the dividing line between companies reporting measurable returns and those still counting deflected calls.
Closing that gap depends less on raw AI capability than on enterprise readiness: governance, integration and workflows that actually connect. That is the premise behind customer experience automation, or CXA, an operating model rather than a product category, according to Pedro Andrade (pictured, right), vice president of AI and generative AI business specialist at Talkdesk Inc.
“Customer Experience Automation, CXA, is what we defined as an operating model,” Andrade said. “It’s not a category of technology. It’s the system that coordinates a hybrid workforce of AI and human employees. Then connecting the systems, connecting knowledge and also connecting the workflows.”
Andrade spoke with theCUBE’s Bob Laliberte (left), principal analyst, networking and observability, and Zeus Kerravala (center) at The AI ROI in Contact Center Summit, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed why orchestration and governance, not adoption, now decide whether AI investments in the contact center pay off. (* Disclosure below.)
Orchestration is the real test for AI in customer service
Talkdesk research found that 98% of companies have deployed AI somewhere along the customer journey, but only 15% combine agentic AI with cross-departmental orchestration. The reasons sit outside the model itself, Andrade noted, with compliance cited by 50% of respondents, security by 48% and disconnected systems by 45%.
“Adoption is easy. The orchestration is the hardest part,” Andrade said. “Agentic orchestration requires AI to maintain a context across all those systems.”
That distinction shows up directly in results. Companies that Talkdesk classifies as CXA leaders report about four times the net promoter score improvement of less mature adopters — 22% versus 5% — while cost-per-contact gains separate the two groups far less sharply, Andrade explained. Churn prediction and personalized recommendations show a similar spread.
“Savings alone don’t tell the whole story,” Andrade said. “They understate the value that you can get with AI.”
Managing that hybrid workforce is creating a job that did not exist a few years ago. Talkdesk built its CXA Operations Center around the idea that supervisors will evaluate, monitor and course-correct AI agents much as they do human ones, shifting from writing scripts to watching behavior. The measurement framework shifts with it.
“Now you don’t measure just average handle time. You are going to measure how much time it takes from opening of a problem until it gets closed,” Andrade said. “Not because average handle time just measures the time of an agent, but what about the rest of the process?”
The end state pushes customer service beyond inbound calls into proactive outreach — service reminders, renewals, collections — because the call is usually the last step of a journey that began somewhere else entirely, according to Andrade. Automating one point of failure leaves the underlying process untouched.
“Inbound is kind of the last piece of a journey is when everything breaks, people call in,” Andrade said. “Look at the whole spectrum, look at the whole journey and put your journey all on paper and now start thinking about automating the whole journey instead of just having a one-point solution that takes you nowhere.”
Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of The AI ROI in Contact Center Summit:
(* Disclosure: Talkdesk Inc. sponsored this segment of theCUBE. Neither Talkdesk Inc. nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)
