AI is everywhere—but are we using it wisely?

In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Sam Wilson, CEO of 8x8, to dissect the current wave of AI adoption in CCaaS and beyond.

Sam shares his perspective on balancing innovation with customer trust, integrating AI that actually works, and redefining what “good” looks like in the modern contact center.

Whether you're a tech-forward leader or a skeptic with scars from failed pilots, this episode will shift how you think about AI’s role in your operation.

Timestamps:

00:00 Introduction

01:00 Impact of AI on CCaaS

10:05 Contact Center Disruption

12:40 AI vs. Human Hallucinations

15:40 Agent Assist

20:50 Prioritizing AI Investments

30:07 Per Agent Use Cases

34:30 AI Outcomes

42:40 AI in 3 Years