AI already drafts replies, scores QA, flags anomalies and routes escalations in contact centres. The open questions are: Can it actually already do more than this in 2026?
To a point where you maybe no longer need a customer service team?
Two CX leaders debate whether contact centre work can already be fully handed over to AI.
Charlie Adams, Director of Careline at Churchill Estates Management, is an award-winning CX leader and author. He’s joined by Gregorio Uglioni, author, top CX influencer and host of the CX Goalkeeper podcast.
EdgeTier co-founder Bart Lehane hosts and will push both of them on agents, QA, the future with AI, and what customers really want when something goes wrong.
