American Fork, Utah, United States, March 24, 2026, FinanceWire
ROI CX Solutions announced the expansion of its AI-driven customer experience implementation aimed at helping contact centers improve operational efficiency, support scalability, and overall service delivery.
As technology continues to shape customer engagement, the company’s expanded approach addresses ongoing challenges within contact centers, including high call volume, complex information management, and employee attrition. Industry data shows that the average annual turnover rate for contact centers is 52%, reflecting the operational strain across the sector.
ROI CX Solutions’ enhanced AI implementations are designed to support contact center teams by integrating automation, analytics, and decision support tools into existing workflows. The company says its approach focuses on improving both customer outcomes and service personnel’s working conditions.
Targeted AI deployment that delivers results
Han Butler, president and co-founder of ROI CX Solutions, says the most important element in expanding into AI is ensuring it is implemented in a targeted and strategic manner. “You can’t just throw AI into a struggling contact center and expect it to solve everything,” he says. “At the end of the day, contact centers still rely on people to solve customer problems. AI should be focused on streamlining the work of contact center agents. Typically, this means deploying a combination of AI and human-driven intervention to solve problems. Incorporating AI automation, predictive analytics, and customer support tools can streamline processes, reduce the burden on agents, and provide a higher level of service to customers.”
Some of the AI resources that ROI CX Solutions has implemented for clients include intelligent call routing, chatbots that can handle simple customer service needs, and virtual assistants that can generate call summaries and provide background information and suggestions to agents during live calls. Forecasting tools that analyze call volume can also help contact centers predict when they need to temporarily increase capacity.
Butler says AI needs to focus on the specific challenges facing contact centers so it can deliver targeted results.
Balancing human and digital services
AI may be transforming contact center operations, but three-quarters of customers still prefer speaking to a live human agent when they need help resolving a problem. This distinction is an important part of how Butler has approached his company’s AI implementation.
“Even as AI becomes more efficient, it still lacks the nuance and understanding that a good contact center professional can bring to a conversation,” says Han Butler, president and co-founder of ROI CX Solutions. “The human element will continue to be important to contact centers for a long time to come. But with AI, the human side is more present and capable than ever before. When contact center agents can offload busywork or simple tasks to AI, they can devote more energy and attention to solving complex problems. They can also help more people during their shift. That’s where AI really shines.”
This idea is also reflected in research. A Harvard Business School study found that customer service agents who used AI support in chat saw a 22% improvement in response time and also benefited from AI suggestions that enabled more empathetic and thorough responses. Inexperienced agents benefited even more from AI, seeing a significant 70% reduction in response time.
Benefits callers and agents
Butler sees his company’s strategic adoption of AI as an opportunity to benefit callers and agents.
“We have worked with companies that have reduced response times by over 90% through a combination of AI-driven implementation and staffing support,” said Han Butler, president and co-founder of ROI CX Solutions. “When AI makes it easier for call center agents to find information, interact with customers, and manage their workload, they are less likely to become overwhelmed and less likely to experience burnout, which means they can provide the personalized, in-depth support customers need to feel like their needs are being met.”
Research shows that the average call center’s first call resolution rate is 69%, but it’s lower in some sectors. For brands looking to increase customer loyalty, effectively resolving issues (and providing timely responses) on the first call is critical to maintaining high satisfaction and long-term customer retention. With AI, not only will customers receive higher quality and faster service, but businesses will be better positioned to meet customer needs without the need for large-scale hiring efforts.
Enabling the future of customer experience
As Butler’s insights make clear, the future of customer experience will not be entirely curated by AI, nor will it be entirely dependent on humans.
Instead, by leveraging the strengths of both human contact center experts and AI tools, ROI CX solutions aim to deliver customer experiences that deliver the speed, efficiency, and quality needed for positive outcomes for everyone involved. A targeted implementation that focuses on common contact center pain points without replacing the critical work of call center agents can help create success every step of the way.
About ROI CX Solutions
ROI CX Solutions is a US-owned call center outsourcing company that handles customer service operations on behalf of companies in industries such as healthcare, retail, and financial services. From inbound/outbound support and live chat to technical helpdesk and back office BPO, we serve locations around the world 24/7 in 19 languages. The goal is to help companies reduce operating costs and increase customer satisfaction without the typical outsourcing headaches.
contact
ROI CX solution
pr@365roi.com
