{"id":72759,"date":"2025-08-11T10:31:48","date_gmt":"2025-08-11T09:31:48","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=72759"},"modified":"2025-10-19T09:15:07","modified_gmt":"2025-10-19T08:15:07","slug":"ai-maturity-the-hidden-differentiator-in-modern-contact-centers","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/ai-maturity-the-hidden-differentiator-in-modern-contact-centers\/","title":{"rendered":"AI Maturity: The Hidden Differentiator in Modern Contact Centers\u00a0"},"content":{"rendered":"<p><span data-contrast=\"auto\">AI has long since evolved from some distant contact center promise and is already reshaping the way businesses operate.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">But adoption isn\u2019t a simple on\/off switch. While some teams are embedding AI deep into their workflows, others are still figuring out where to start.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u2018What solutions do we need?\u2019, \u2018Is AI the best fit for us?\u2019, \u2018Where do we even start?\u2019, \u2018How long will it take?\u2019 \u2013 these are the questions that surface time and again during AI implementation.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">To help demystify a process that can often feel overly complicated, Puzzel has developed the <\/span><b><span data-contrast=\"auto\">AI Maturity Curve<\/span><\/b><span data-contrast=\"auto\">: a five-stage model designed to help organizations understand where they stand, and what it\u2019ll take to move forward.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"auto\">From Curiosity to Capability: What AI Maturity Really Means<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Ask ten businesses how they use AI, and you\u2019ll get ten different answers.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">For <\/span><b><span data-contrast=\"auto\">Jesper J\u00f8nsson<\/span><\/b><span data-contrast=\"auto\">, <\/span><b><span data-contrast=\"auto\">Director of Product for AI at Puzzel<\/span><\/b><span data-contrast=\"auto\">, the real question isn\u2019t just whether AI is in play, but how deeply it\u2019s woven into a company\u2019s daily operations.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cIt\u2019s about how effectively AI supports your day-to-day operations,\u201d he says.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">\u201cSome teams are just dipping a toe in. Others are using it to surface real-time insights and unlock measurable value.\u201d\u00a0<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">Here\u2019s how Puzzel defines the five stages of the AI Maturity Curve:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">AI Beginners<\/span><\/b><span data-contrast=\"auto\"> are at the starting line, often working with on-premise systems and minimal AI exposure. There\u2019s curiosity, but real barriers around infrastructure or internal knowledge.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">AI Explorers<\/span><\/b><span data-contrast=\"auto\"> have started experimenting. Think one-off chatbots, early trials of GenAI tools like ChatGPT, or limited co-pilot deployments. Progress is happening, but often in silos.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">AI Practitioners<\/span><\/b><span data-contrast=\"auto\"> begin to scale. Tools like conversational intelligence and agent co-pilots are deployed more consistently, helping streamline processes and build internal buy-in.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">AI Advancers<\/span><\/b><span data-contrast=\"auto\"> connect the dots. Virtual agents are integrated with backend systems, enabling end-to-end resolutions. The focus shifts from experimentation to automation at scale.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">AI Visionaries<\/span><\/b><span data-contrast=\"auto\"> use AI as a strategic pillar, driving innovation, surfacing customer insights, and tying everything back to business impact.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">While the \u2018AI Visionary\u2019 stage is certainly alluring, getting to this stage and staying there is rare, as J\u00f8nsson explains:\u00a0\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cWe\u2019ve seen organizations try to go all-in on AI too quickly and stumble. You have to build it up in steps.\u201d<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"auto\">Where Are You on the Curve &#8230; And Why?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Knowing your current position is one thing, but understanding why you\u2019re there, and what it takes to move up, is where the real opportunity lies.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">For many companies stuck in the early stages, legacy tech is the biggest anchor.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Older platforms, not designed with AI in mind, clash with modern tools. At the same time, others are held back by foundational gaps, like the lack of a centralized, structured knowledge base to train virtual agents.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">J\u00f8nsson details how some businesses struggle with the \u201cmyth that AI is plug-and-play.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:276}\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">\u201cIf you don\u2019t have clean, well-organized information behind the scenes, even the best AI will fall short.\u201d <\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">Culture is another major hurdle.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">You can have cutting-edge tools, but without internal champions or the right change management, progress stalls.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">AI isn\u2019t just a tech upgrade; it often requires a rethink of how teams collaborate.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"auto\">Why Progress Matters: From Insight to Impact<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">For organizations that tackle these blockers and climb the curve, the payoff is significant.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Beyond the obvious promise of greater efficiency, advancing AI maturity allows the contact center to be viewed in a different light \u2013 not as a cost center, but as a rich source of customer intelligence.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cEvery conversation is an opportunity to learn,\u201d says J\u00f8nsson.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cIf you can capture and act on those insights at scale, it transforms your entire approach to customer service.\u201d<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">So, where do you start?<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">For J\u00f8nsson, one low-risk, high-impact entry point is <\/span><span data-contrast=\"auto\">Conversational Intelligence (CI).<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Unlike virtual agents, which interact directly with customers, CI runs in the background, analyzing conversations, spotting trends, and surfacing opportunities for improvement.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cAs businesses embrace CI, they start seeing patterns they couldn\u2019t detect before,\u201d J\u00f8nsson explains.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cThat can inform training, process design, and even product development.\u201d<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Still, he is quick to warn against going too big, too fast, cautioning businesses to set achievable, realistic goals:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">\u201cAutomating just 3-5 percent of your interactions can make a meaningful difference. You don\u2019t need to jump straight to 50 percent. That\u2019s often where projects derail.\u201d\u00a0<\/span><\/p><\/blockquote>\n<h2><b><span data-contrast=\"auto\">Don\u2019t Just Deploy \u2013 Climb<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:276}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">AI maturity isn\u2019t a status symbol; it\u2019s a journey. And every journey needs a clear starting point and destination.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">With Puzzel\u2019s AI Maturity Curve, businesses can pinpoint their current stage and map out the steps needed to level up.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">You can learn more about Puzzel\u2019s AI Maturity Curve and the company\u2019s full suite of solutions by <\/span><a href=\"https:\/\/www.puzzel.com\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">visiting their website today<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">You can also gain additional insights into unlocking real contact center value by <a href=\"https:\/\/www.cxtoday.com\/contact-center\/puzzel-on-ais-goldmine-unlocking-real-contact-center-value-with-conversational-intelligence\/\">watching this exclusive interview<\/a> with Jesper J\u00f8nsson, Director of Product for AI at Puzzel.<\/span><\/p>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>AI has long since evolved from some distant contact center promise and is already reshaping the way businesses operate.\u00a0 But adoption isn\u2019t a simple on\/off switch. While some teams are embedding AI deep into their workflows, others are still figuring out where to start.\u00a0 \u2018What solutions do we need?\u2019, \u2018Is AI the best fit for [&hellip;]<\/p>\n","protected":false},"author":4983,"featured_media":72760,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61014,61016],"class_list":["post-72759","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-crm","category-customer-analytics-intelligence","tag-ai-agents","tag-artificial-intelligence","tag-ccaas","brands_to_track-puzzel","editorial_type-interview","intent-evaluation","target_audience-industry-professional"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>AI Maturity: The Hidden Differentiator in Modern Contact Centers\u00a0 - CX Today AI Maturity in Contact Centers: Why Climbing the Curve Matters<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center &amp; Omnichannel\u200b news including AI Agents, Artificial Intelligence, CCaaS and more. 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