{"id":75333,"date":"2025-10-22T16:00:06","date_gmt":"2025-10-22T15:00:06","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=75333"},"modified":"2025-10-22T16:12:09","modified_gmt":"2025-10-22T15:12:09","slug":"it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/","title":{"rendered":"IT Now Calls the Contact Center AI Buying Shots: So What?"},"content":{"rendered":"<p><iframe loading=\"lazy\" title=\"CX Today, IT Now Calls the Contact Center AI Buying Shots: So What? - Cyara\" src=\"https:\/\/www.buzzsprout.com\/1557728\/episodes\/18047677-it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara?client_source=small_player&amp;iframe=true\" width=\"100%\" height=\"73\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/p>\n<p>Joining Charlie for this conversation are two leading experts:<\/p>\n<ul>\n<li><strong>Wayne Butterfield, Partner for AI, Automation &amp; Contact Center Transformation at ISG<\/strong><\/li>\n<li><strong>Christoph B\u00f6rner, VP of Engineering at Cyara<\/strong><\/li>\n<\/ul>\n<p>Together, they unpack how AI is transforming not only customer service, but also how contact centers buy, test, and trust technologies.<\/p>\n<h2><strong>Why Is IT Taking Over Contact Center Procurement?<\/strong><\/h2>\n<p>Butterfield and B\u00f6rner explore why less than one in five AI buying decisions are now made by the contact center, and how the complexity of modern AI tools has shifted decision-making power toward IT.<\/p>\n<h2><strong>The Expanding AI Use Case Landscape<\/strong><\/h2>\n<p>From agent assist to AI-driven training and hybrid customer journeys, both experts share real-world examples of how AI is changing the agent role, and creating both opportunities and challenges.<\/p>\n<h2><strong>Why Do Customers Still Distrust AI?<\/strong><\/h2>\n<p>Despite the innovation, customer sentiment toward AI-driven service remains negative. The panel discusses why, pointing to poorly tested conversational journeys, missing micro-intents, and trust gaps between humans and machines.<\/p>\n<h2><strong>Building Trust &amp; AI Assurance<\/strong><\/h2>\n<p>B\u00f6rner highlights why trust is the &#8220;new currency&#8221; in AI engagement, and how rigorous testing and quality assurance can help avoid bias, inaccuracy, and reputational damage.<\/p>\n<p>For more on testing AI and CX Assurance, visit: <a href=\"https:\/\/cyara.com\/\" target=\"_blank\" rel=\"noopener\">https:\/\/cyara.com\/<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Joining Charlie for this conversation are two leading experts: Wayne Butterfield, Partner for AI, Automation &amp; Contact Center Transformation at ISG Christoph B\u00f6rner, VP of Engineering at Cyara Together, they unpack how AI is transforming not only customer service, but also how contact centers buy, test, and trust technologies. Why Is IT Taking Over Contact [&hellip;]<\/p>\n","protected":false},"author":4063,"featured_media":75335,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[60908],"class_list":["post-75333","post","type-post","status-publish","format-video","has-post-thumbnail","hentry","category-tv","tag-agent-assist","tag-artificial-intelligence","tag-security-and-compliance","post_format-post-format-video","brands_to_track-cyara","editorial_type-interview","intent-discovery","target_audience-dual"],"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>IT Now Calls the Contact Center AI Buying Shots: So What? - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers CX TV news including Agent Assist, Artificial Intelligence, Security and Compliance 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\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"IT Now Calls the Contact Center AI Buying Shots: So What?\" \/>\n<meta property=\"og:description\" content=\"CX Today covers CX TV news including Agent Assist, Artificial Intelligence, Security and Compliance and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/\" \/>\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=\"2025-10-22T15:00:06+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-22T15:12:09+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/ISG-Cyara.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=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"IT Now Calls the Contact Center AI Buying Shots: So What?\",\"datePublished\":\"2025-10-22T15:00:06+00:00\",\"dateModified\":\"2025-10-22T15:12:09+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/\"},\"wordCount\":218,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/ISG-Cyara.jpg\",\"keywords\":[\"Agent Assist\",\"Artificial Intelligence\",\"Security and Compliance\"],\"articleSection\":[\"CX TV\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/\",\"url\":\"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/\",\"name\":\"IT Now Calls the Contact Center AI Buying Shots: So What? - CX Today\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/ISG-Cyara.jpg\",\"datePublished\":\"2025-10-22T15:00:06+00:00\",\"dateModified\":\"2025-10-22T15:12:09+00:00\",\"description\":\"CX Today covers CX TV news including Agent Assist, Artificial Intelligence, Security and Compliance and more.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/#primaryimage\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/ISG-Cyara.jpg\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/ISG-Cyara.jpg\",\"width\":850,\"height\":425},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.cxtoday.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"CX TV\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.cxtoday.com\/#website\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"name\":\"CX Today\",\"description\":\"Customer Experience Technology News\",\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.cxtoday.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.cxtoday.com\/#organization\",\"name\":\"CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"width\":2606,\"height\":1154,\"caption\":\"CX Today\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/CXTodayNews\/\",\"https:\/\/x.com\/cxtodaynews\",\"https:\/\/www.linkedin.com\/company\/69192959\/\",\"https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\",\"name\":\"Charlie Mitchell\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g\",\"caption\":\"Charlie Mitchell\"},\"description\":\"Charlie Mitchell is an award-winning journalist specializing in tech, customer experience, and contact centers. As Features Editor at his previous publisher, he led its editorial strategy, doubled its traffic, and earned recognition as a winner at the 2020 AOP Digital Publishing Awards. Then, as an independent copywriter, he crafted content for several prominent players in enterprise communications. Until October 2025, he was Head of Publication at CX Today.\u00a0\",\"url\":\"https:\/\/www.cxtoday.com\/author\/charlie-mitchell\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"IT Now Calls the Contact Center AI Buying Shots: So What? - CX Today","description":"CX Today covers CX TV news including Agent Assist, Artificial Intelligence, Security and Compliance and more.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/","og_locale":"en_GB","og_type":"article","og_title":"IT Now Calls the Contact Center AI Buying Shots: So What?","og_description":"CX Today covers CX TV news including Agent Assist, Artificial Intelligence, Security and Compliance and more.","og_url":"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/","og_site_name":"CX Today","article_publisher":"https:\/\/www.facebook.com\/CXTodayNews\/","article_published_time":"2025-10-22T15:00:06+00:00","article_modified_time":"2025-10-22T15:12:09+00:00","og_image":[{"width":850,"height":425,"url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/ISG-Cyara.jpg","type":"image\/jpeg"}],"author":"Charlie Mitchell","twitter_card":"summary_large_image","twitter_creator":"@cxtodaynews","twitter_site":"@cxtodaynews","twitter_misc":{"Written by":"Charlie Mitchell","Estimated reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/#article","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/"},"author":{"name":"Charlie Mitchell","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9"},"headline":"IT Now Calls the Contact Center AI Buying Shots: So What?","datePublished":"2025-10-22T15:00:06+00:00","dateModified":"2025-10-22T15:12:09+00:00","mainEntityOfPage":{"@id":"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/"},"wordCount":218,"publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"image":{"@id":"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/ISG-Cyara.jpg","keywords":["Agent Assist","Artificial Intelligence","Security and Compliance"],"articleSection":["CX TV"],"inLanguage":"en-GB","copyrightYear":"2025","copyrightHolder":{"@id":"https:\/\/www.cxtoday.com\/#organization"}},{"@type":"WebPage","@id":"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/","url":"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/","name":"IT Now Calls the Contact Center AI Buying Shots: So What? - CX Today","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/#primaryimage"},"image":{"@id":"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/ISG-Cyara.jpg","datePublished":"2025-10-22T15:00:06+00:00","dateModified":"2025-10-22T15:12:09+00:00","description":"CX Today covers CX TV news including Agent Assist, Artificial Intelligence, Security and Compliance and more.","breadcrumb":{"@id":"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/#primaryimage","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/ISG-Cyara.jpg","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/ISG-Cyara.jpg","width":850,"height":425},{"@type":"BreadcrumbList","@id":"https:\/\/www.cxtoday.com\/tv\/it-now-calls-the-contact-center-ai-buying-shots-so-what-cyara\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.cxtoday.com\/"},{"@type":"ListItem","position":2,"name":"CX TV"}]},{"@type":"WebSite","@id":"https:\/\/www.cxtoday.com\/#website","url":"https:\/\/www.cxtoday.com\/","name":"CX Today","description":"Customer Experience Technology News","publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.cxtoday.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.cxtoday.com\/#organization","name":"CX Today","url":"https:\/\/www.cxtoday.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","width":2606,"height":1154,"caption":"CX Today"},"image":{"@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/CXTodayNews\/","https:\/\/x.com\/cxtodaynews","https:\/\/www.linkedin.com\/company\/69192959\/","https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA"]},{"@type":"Person","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9","name":"Charlie Mitchell","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g","caption":"Charlie Mitchell"},"description":"Charlie Mitchell is an award-winning journalist specializing in tech, customer experience, and contact centers. As Features Editor at his previous publisher, he led its editorial strategy, doubled its traffic, and earned recognition as a winner at the 2020 AOP Digital Publishing Awards. Then, as an independent copywriter, he crafted content for several prominent players in enterprise communications. Until October 2025, he was Head of Publication at CX Today.\u00a0","url":"https:\/\/www.cxtoday.com\/author\/charlie-mitchell\/"}]}},"_links":{"self":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/75333","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/users\/4063"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/comments?post=75333"}],"version-history":[{"count":5,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/75333\/revisions"}],"predecessor-version":[{"id":75429,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/75333\/revisions\/75429"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media\/75335"}],"wp:attachment":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media?parent=75333"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/categories?post=75333"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}