Laivly’s 2026 AI Deployment Index:
Laivly’s 2026 AI Deployment Index: Modern Contact Centers Aim for a False Finish Line Modern Contact Centers Aim for a False Finish Line
Laivly surveyed 200 CX leaders about recent AI projects to find out where contact centers are focusing their automation efforts, how stakeholders view progress, and what impact they’ve seen. Results were eye-opening—but not in the way you might expect.
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The AI Paradox: Everyone Thinks They’re Winning
A majority of companies (65%) called their most recent AI initiative successful. But 43% of AI projects are delayed or stalled, and 53% went over-budget. Brands are investing in AI for contact centers, but the metrics used to define success are fundamentally flawed.
For Laivly’s 2026 AI Deployment Index, we surveyed 200 leaders responsible for contact center AI decisions and who had started or completed a new AI initiative using an external vendor in the past 12 months. The research uncovered that companies are launching AI faster than they’re learning how to make it work within day-to-day operations.
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In this report, you’ll learn:
Four specific points where AI in customer service breaks down
Why even the smartest CX leaders are getting caught in this trap
How high-performing companies actually make AI work for them
Where smart infrastructure sets up companies for future AI success
The financial impact of operationalized AI in the contact center
The AI paradox is solvable. Get insights about the CX organizations that are getting it right.
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Ready to be an AI deployment success story?
Contact our team to learn how Laivly supports beyond the launch and sets up your contact center for long-term AI success.
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