At this CCW Seminar Series, ASAPP examines the next evolution of AI in the contact center—where multiple AI systems work together, sharing context and interaction history to support customers and agents throughout the service journey. This coordinated approach moves beyond isolated automation and toward a more connected system of intelligence.
The session will explore key technology shifts influencing this transition, including orchestration of agents across the enterprise, the growing use of task-specific small language models (SLMs) instead of generalized large language models (LLMs) for contact center use cases, the evolving role of human agents, and common readiness challenges, such as fragmented knowledge management and limited integration maturity.
Designed for contact center and CX leaders, this session provides a practical view of how coordinated AI systems are being applied today and what organizations should prioritize as they plan for 2026. Insights are informed by ASAPP’s experience supporting large-scale enterprise contact centers.
