{"id":73964,"date":"2025-09-17T14:10:40","date_gmt":"2025-09-17T13:10:40","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=73964"},"modified":"2025-10-19T09:07:11","modified_gmt":"2025-10-19T08:07:11","slug":"is-my-contact-center-ai-investment-futureproof","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/is-my-contact-center-ai-investment-futureproof\/","title":{"rendered":"Is My Contact Center AI Investment Futureproof?"},"content":{"rendered":"

In AI, 12 months is a lifetime. While laptops and smartphones may last a few years, today\u2019s AI models go stale much sooner. That\u2019s a big problem for brands building contact centers around them.<\/p>\n

Unfortunately, many are doing so, slapping generative AI (GenAI) on top of their contact center stack, using basic API integrations and point solutions. But without more intelligent design, these plans will fail fast.<\/p>\n

A better approach is building a smarter foundation. That includes a model architecture that\u2019s channel-agnostic, a platform that automatically adapts to the nuances of each communication channel, and a system built for easy plug-and-play with emerging AI components.<\/p>\n

With such as system, a contact center\u2019s AI system will grow with them, not age out.<\/p>\n

Carlos Aragon, Senior Director at Sprinklr<\/strong>, shared the following five insights to help contact centers build toward such as system and futureproof their AI investments.<\/p>\n

    \n
  1. Build a Flexible, Modular Architecture<\/strong><\/li>\n<\/ol>\n

    Aragon advocates for an approach where a contact center can design a single AI model, which advances over time, and deploy it across all their contact center channels. That eliminates the need to establish, monitor, and optimize separate models for each.<\/p>\n

    \u201cThe platform should also support language input from any source (voice or text) and include an intelligent integration layer that automatically adapts to channel-specific requirements,\u201d he added.<\/p>\n

    Consider social customer service<\/a>, for instance. Here, the model should limit responses to 300 characters on Instagram or extend to 3,000 words on Facebook, without manual intervention.<\/p>\n

    Equally crucial is support for plug-and-play AI components, such as virtual agents, recommendation engines, or other models, enabling seamless integration and flexibility.<\/p>\n

      \n
    1. Continuously Monitor & Retrain AI Models <\/strong><\/li>\n<\/ol>\n

      Continuous monitoring and retraining of AI allows for feedback loops that improve how the system responds to customers.<\/p>\n

      Second, it ensures the AI is functioning properly and not producing inaccurate information that could lead to business risks, whether that\u2019s making false promises or even violating regulations, which could lead to lawsuits.<\/p>\n

      Over the past 18 months, there have been many examples of this. From virtual agents misadvising customers, arguing within them, and \u2013 per one memorable example<\/a> \u2013 trashing the company.<\/p>\n

      Some of these cases have resulted in legal challenges. That\u2019s why regularly retraining models to prevent data drift is essential. Otherwise, model performance can degrade over time.<\/p>\n

      \u201cYou should also use tools that allow agents to give feedback when an intent fails,\u201d added Aragon.<\/p>\n

      \u201cEven simple feedback like a thumbs up\/down helps, but ideally, agents should be able to provide specific comments like: \u201cThis failed because the system didn\u2019t include X.\u201d That way, the system can learn and improve automatically.\u201d<\/p><\/blockquote>\n

      Moreover, many contact centers may move to update knowledge bases, case guides, and process scripts dynamically, so that the AI provides the right answer next time around.<\/p>\n

        \n
      1. Prioritize Data Privacy & Ethical AI<\/strong><\/li>\n<\/ol>\n

        Ethical AI and data privacy is not only essential from a legal perspective, but also from an AI hygiene standpoint. One major consideration here for brands that use third-party AI models is to ensure the proper scrubbing of personally identifiable information (PII).<\/p>\n

        Noting this, Aragon said: \u201cAt Sprinklr, for example, we use internal AI models that detect and scrub PII, like names, addresses, and bank information, before sending prompts to OpenAI or other LLMs.\u201d<\/p>\n

        In doing so, Sprinklr replaces sensitive data with placeholders, sends the anonymized request, and when the response comes back, verifies it for hallucinations. If it passes a quality threshold, it re-injects the original data and deliver the final response to the customer.<\/p>\n

        \u201cThis approach is only possible if AI is built into the platform from the ground up,\u201d continued Aragon. \u201cFor platforms treating AI as a plugin or afterthought, it\u2019s extremely difficult to retrofit that level of control.\u201d<\/p>\n

        Aragon then stressed that this approach ensures compliance with regulations like GDPR, CCPA, and any new laws that might emerge, because they will.<\/p>\n

        On this point, it\u2019s critical to work with a vendor that can lay out its data privacy policy like this. After all, there have been several lawsuits raised against contact center providers<\/a> in recent years.<\/p>\n

        Also, contact centers should avoid vendors that attempt lock-ins by only allowing integrations to their models. They should also be open to third-party models.<\/p>\n

        So, keep documentation portable, and apply the same governance standards across all systems.<\/p>\n

          \n
        1. Align AI with Business & Customer Experience Goals<\/strong><\/li>\n<\/ol>\n

          Many companies rush to implement contact center AI to reduce headcount. They think: “If I can deflect 60 percent of interactions, I save X dollars.” But often, they measure the wrong things.<\/p>\n

          For instance, a company might say: “We deflected three million interactions,” but if they don\u2019t compare that against previous volumes, it\u2019s meaningless.<\/p>\n

          After all, those three million deflections might actually increase traffic to the contact center because the bot didn\u2019t resolve the issue, and the customer ended up calling anyway.<\/p>\n

          Aragon recommends a regular review of the impact AI is having on your customer journeys.<\/p>\n

          \u201cUse AI to analyze conversations, identify trends, and determine whether the experience is actually improving or if customers are getting frustrated. You can\u2019t fix what you can\u2019t see,\u201d he said.<\/p>\n

          Lastly, CX leaders need to be involved in AI planning. This isn\u2019t just a contact center initiative to cut costs. It touches marketing, e-commerce, product, anywhere the customer journey lives.<\/p>\n

            \n
          1. Upskill Teams & Foster a Culture of Innovation <\/strong><\/li>\n<\/ol>\n

            AI literacy isn\u2019t optional anymore. As Aragon says: \u201cFrom agents to managers, should understand the basics: prompt engineering, data ethics, how AI impacts CX, and what risks to avoid.\u201d<\/p>\n

            That crucial, as some contact centers have endured agents copying full chat transcripts and pasting them into ChatGPT to generate summaries, completely bypassing security protocols. That\u2019s risky and shows a lack of training.<\/p>\n

            Companies must educate employees on why certain tools are restricted, and how to safely experiment with AI.<\/p>\n

            \u201cWe encourage experimentation – pilot programs, sandbox environments, etc. – but it must be done responsibly,\u201d added Aragon.<\/p>\n

            \u201cIn our AI+ Studio, we train partners to build their own bots, prompts, and workflows visually, with drag-and-drop tools and minimal coding. We treat English as the “code” for prompts.\u201d<\/p><\/blockquote>\n

            Another good tip here is to celebrate wins across the organization. Help employees understand how AI benefits them\u2014not just the company. The goal isn’t layoffs; it\u2019s to elevate the human workforce.<\/p>\n

            Choosing the Right AI Partner Is Crucial <\/strong><\/h2>\n

            The average lifespan of an AI model is getting shorter. Replacing or retraining models takes time and money. Having pre-trained models within a flexible, modular architecture protects AI investments. Yet, as per the points above, there\u2019s lots more to consider.<\/p>\n

            Perhaps the biggest point is: choosing the right CX vendor makes a real difference in total cost of ownership and in the long-term success of your AI strategy.<\/p>\n

            Sprinklr believes it\u2019s the \u201cright\u201d CX vendor for many businesses based around the world. To learn more about its customer experience portfolio, visit: www.sprinklr.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

            In AI, 12 months is a lifetime. While laptops and smartphones may last a few years, today\u2019s AI models go stale much sooner. That\u2019s a big problem for brands building contact centers around them. Unfortunately, many are doing so, slapping generative AI (GenAI) on top of their contact center stack, using basic API integrations and […]<\/p>\n","protected":false},"author":4063,"featured_media":73973,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850],"class_list":["post-73964","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","tag-ai-agents","tag-artificial-intelligence","tag-chatbots","brands_to_track-sprinklr","editorial_type-interview","intent-discovery","target_audience-enterprise-buyer"],"acf":[],"yoast_head":"\nIs My Contact Center AI Investment Futureproof? - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including AI Agents, Artificial Intelligence, Chatbots and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/is-my-contact-center-ai-investment-futureproof\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Is My Contact Center AI Investment Futureproof?\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including AI Agents, Artificial Intelligence, Chatbots and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/is-my-contact-center-ai-investment-futureproof\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-09-17T13:10:40+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T08:07:11+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/Sprinklr_Demand_Create_Silver_Feb25_Jan26.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Charlie Mitchell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Charlie Mitchell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/is-my-contact-center-ai-investment-futureproof\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/is-my-contact-center-ai-investment-futureproof\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"Is My Contact Center AI Investment Futureproof?\",\"datePublished\":\"2025-09-17T13:10:40+00:00\",\"dateModified\":\"2025-10-19T08:07:11+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/is-my-contact-center-ai-investment-futureproof\/\"},\"wordCount\":1170,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/is-my-contact-center-ai-investment-futureproof\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/Sprinklr_Demand_Create_Silver_Feb25_Jan26.jpg\",\"keywords\":[\"AI Agents\",\"Artificial Intelligence\",\"Chatbots\"],\"articleSection\":[\"Contact Center & Omnichannel\u200b\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/is-my-contact-center-ai-investment-futureproof\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/is-my-contact-center-ai-investment-futureproof\/\",\"name\":\"Is My Contact Center AI Investment Futureproof? 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