INSIDE VIEW
BY BRENDAN READ; Q & A WITH VIGNESHWARAN JAGADEESAN PUGAZHENTHI, CONTACT CENTER TECHNOLOGY ARCHITECT AND IEEE COMPUTER SOCIETY CHAIR, RICHMOND
ILLUSTRATION PROVIDED BY ADOBE IMAGES
IS AI CONTACT CENTER-READY? THE ANSWER APPEARS TO BE YES: IF ORGANIZATIONS UNDERSTAND ITS TRUE VALUE.
AI has been dominating the contact center conversation( as seen by the articles in our publication): and for good reason. The technology’ s integration of vast data processing power with human-like learning, reasoning, and decision-making abilities, has given it considerable value. AI’ s attributes have the potential, now being gradually realized, to bolster organizations’ bottom lines on both sides of the ledger through the contact center:
• Revenue generation by delivering enhanced loyalty-and-sales-generating personalized customer experiences( CXs). This includes with better-informed and helpful contact center agents and more accurately targeted proactive customer and prospect outreach.
• Cost reduction through successfully deflecting more customer interactions to self-service. Also by enabling agents to handle challenging issues and sales opportunities faster with greater productivity.
As with any technological change, AI has been the subject of massive hype, including“ me-too” marketing. There have been – and will continue to be- errors and mistakes, and lessons learned with them as well.
To get a handle on AI in the contact center and how organizations can best benefit from it, we spoke virtually with Vigneshwaran Jagadeesan Pugazhenthi.
Vigneshwaran is a contact center technology architect with a leading global company. He is also Chair of the Institute of Electrical and Electronics Engineers( IEEE) Computer Society, Richmond Chapter and a reviewer for the prestigious IEEE and Springer journals.
"... IT’ S ONLY WITH THE MATURITY OF AI TECHNOLOGIES AND THE NEED FOR DEEPER AUTOMATION THAT CONTACT CENTERS HAVE STARTED TO EMBRACE AI AS A CORE, TRANSFORMATIVE
CAPABILITY."
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-- VIGNESHWARAN JAGADEESAN PUGAZHENTHI