Maui Parton handled flight cancellations. Maui Wahlberg coached travelers on loyalty perks.
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Transforming customer experiences
On any given day, a contact center supervisor is watching service levels, checking queues, helping agents through difficult conversations, coaching people who need support, and stepping in before customer problems get worse.
When I get on an investor call, there is nothing artificial about delivering a P&L as the commitments to our shareholders, our board, and our teams remain absolute.
Too many organizations are directing one customer journey from two control towers. AI agents resolve inquiries, trigger workflows, and absorb demand that once landed on human teams.
Something strange happens when AI adoption actually works: the tickets get easier to close, and the job gets harder.
Meta’s Muse reached No. 1 among free apps in Apple’s U.S. App Store just one week after launch. Within 12 days, it had been downloaded 2.8 million times across the United States and Canada.
AI-driven automation is now the norm in modern customer service. In fact, only 5% of contact centers surveyed by CMSWire in 2026 said they did not use AI at all.
