What question did this study set out to answer?

The paper aims to establish a framework for upgrading contact centers from AI-assisted to fully autonomous systems.

February 25, 20260 citationsOpen Access

Autonomous Contact Centers: A Maturity Model for Transitioning from AI-Assisted Operations to Self-Optimizing CCaaS Ecosystems

Key Points

The paper aims to establish a framework for upgrading contact centers from AI-assisted to fully autonomous systems.
Developed a maturity model with five stages.
Validated using data from 247 cloud contact-center deployments.
Integrated technical capabilities, operational metrics, and organizational readiness.
Stage 5 organizations reached 94.3% automation.
Achieved 87.2% first-contact resolution.
Realized a 68% cost reduction compared to Stage 1 organizations.

Abstract

This article proposes a maturity model for evolving contact center platforms from AI-assisted operations to fully autonomous CCaaS ecosystems. It defines five maturity stages and validates them using data from 247 cloud contact-center deployments across 18 industries. The model integrates technical capabilities, operational metrics and organizational readiness, and demonstrates that Stage 5 organizations achieve 94.3% automation, 87.2% first-contact resolution and 68% cost reduction relative to Stage 1 organizations. The paper highlights the critical transition between Stages 3 and 4 and provides guidance for enterprises seeking to adopt AI-orchestrated, self-optimizing contact-center architectures.

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