AI in the contact center has moved past the pilot phase. The question for 2027 isn’t whether to adopt it, but where it actually moves the needle. This session gives you a playbook for getting AI-ready, starting with what AI Insights reveals across your whole contact center, then zooming in to what speech analytics reveals inside every call. From there, we’ll cover how that same call-level data powers automated QA at scale, and how it all comes together in a truly connected voice and messaging bot: one that lives inside your contact center, shares context with agents, and gets smarter from the same data your team already relies on.

You’ll leave with a clear framework for getting AI-ready, grounded in what’s deployable today, plus a look at what’s next on Xima’s roadmap so you know where the runway leads.

What you’ll learn:

• Where AI is delivering real ROI in contact centers right now, versus where it’s still overhyped
• How AI Insights and speech analytics work together: one showing you root cause across your whole contact center, the other showing you details inside every call, so agents and managers know what to do next
• Why a truly connected voice and messaging bot, not a glorified IVR, is the difference between automation that frustrates callers and automation that actually reduces abandoned calls and agent burnout
• Your playbook for getting AI-ready in 2027: what to look for, what to avoid, and how to tell a real capability from a roadmap promise