American Fork, UT, United States, March 24th, 2026, FinanceWire — ROI CX Solutions has announced an expansion of its AI-driven customer experience implementations, aiming to enhance operational efficiency, support scalability, and improve service delivery in contact centers. As technology continues to redefine customer engagement, the organization’s approach seeks to address prevalent challenges in the sector, including high call volumes, intricate information management, and a significant workforce attrition rate, which averages 52% annually.
The new AI implementations are tailored to assist contact center teams by integrating automation, analytics, and decision-support tools into their existing workflows. According to the company, this strategy focuses on enhancing customer outcomes while also improving the working conditions for service representatives. “You can’t just throw AI at a struggling contact center and expect it to fix everything,” said Han Butler, President and Co-Founder of ROI CX Solutions. “At the end of the day, contact centers still rely on people to solve customer problems. AI’s focus needs to be on streamlining work for contact center reps.”
ROI CX Solutions has deployed various AI resources to its clients, including intelligent call routing, chatbots capable of handling basic customer service inquiries, and virtual assistants that generate call summaries or provide agents with background information and suggestions during live calls. Predictive tools that analyze call volumes can also help contact centers anticipate when they need to temporarily increase capacity. “It’s essential to look at the specific challenges a contact center is experiencing so that AI can deliver targeted outcomes,” Butler added.
Despite the advancements in AI, customer preference remains clear: three-quarters of consumers still prefer interacting with human agents for issue resolution. This customer insight shapes Butler’s strategic approach to AI implementations. “Even as AI gets more efficient, it still lacks the nuance and understanding that a great contact center professional can bring to a conversation,” he said. He emphasized that while AI can handle routine tasks, it should empower human agents to focus on more complex customer needs, thus enabling them to assist more individuals during their shifts.
Support for this perspective comes from a Harvard Business School study, which found that customer service representatives utilizing AI support in chats improved their response times by 22%, while less-experienced agents experienced even greater enhancements, with response times slashed by 70%. Butler believes that the strategic implementation of AI can create wins for both callers and representatives. “We’ve worked with companies that have slashed their response time by over 90% thanks to a combination of AI-driven implementations and staffing support,” he stated.
The ability of AI to ease the information search and management process for call center representatives contributes to reduced feelings of overwhelm and burnout, allowing agents to provide the attentive support customers expect. Currently, the average call center achieves a first call resolution rate of 69%, although this figure varies across sectors. For brands aiming to foster customer loyalty, resolving issues during the first call while ensuring timely responses is critical for maintaining high satisfaction rates.
As Butler outlines, the future of customer experience is not solely reliant on AI nor entirely dependent on human agents. Instead, by leveraging the strengths of both, ROI CX Solutions aims to create a customer experience characterized by speed, efficiency, and quality. Targeted AI implementations that focus on common pain points in contact centers can deliver significant advantages without displacing the essential roles of human agents, thereby fostering success for all parties involved.
About ROI CX Solutions
ROI CX Solutions is a US-owned call center outsourcing firm that manages customer service operations for businesses across various industries, including healthcare, retail, and financial services. The company offers a range of services, from inbound/outbound support and live chat to technical help desks and back-office BPO, available 24/7 in 19 languages. Their objective is to help organizations reduce operating costs while enhancing customer satisfaction without the complications typically associated with outsourcing.
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ROI CX Solutions
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