AI in CX: Where It Is Deployed at Scale — and Where It Is Still Experimental

AI is widely discussed, but unevenly deployed. This panel cuts through vendor messaging to examine where AI is genuinely operating at scale in contact centres and CX platforms today, where it remains experimental, and how adoption differs between SME and enterprise markets. From automation density to real-world performance, we assess what is production-grade, what is pilot-stage, and what that means for the next wave of CX transformation.