Tech Deep Dive

Almost 5 trillion dollars are spent on Information Technology (IT) annually.

Author: ITBroker.com

Almost 5 trillion dollars are spent on Information Technology (IT) annually. Cut through the hype and learn about the real needs, and problems that IT solves for your enterprise. Join us as we dive deep into case studies with providers and learn how IT can make your business better.
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Why Contact Center AI Projects Fail After the Demo
Episode 200
Thursday, 8 January, 2026

The demo was perfect. Then deployment happened. If your contact center AI “worked” in a pilot but fell apart in production - this episode explains why.Max Clark sits down with Jim K. Tennant (VP, Channel Sales at Observe.AI) to unpack the real reasons contact center AI projects fail after approval: weak data foundations, missing guardrails, messy knowledge sources, agent adoption breakdowns, and bots that can’t recover when customers go off-script. They also dig into what actually works—call analytics → automated QA → agent assist → targeted automation, and how to reduce churn and handle time without wrecking CSAT.Watch this before your AI pilot turns into an expensive failure.