WOW24-7, a G2 Grid Leader in Contact Center Outsourcing serving 100+ clients across 20+ countries, announced the launch of its Automation and AI Department (AAD); a dedicated business unit that centralizes the company's expertise in agentic AI design, hybrid AI–human orchestration, AI Managed Services, advanced analytics, and secure CX infrastructure.

The new department operationalizes WOW24-7's Experience Center model transforming its customer-first philosophy into structured, accountable, and measurable execution across every customer journey. AAD will serve as the company's center of excellence for digital transformation, CX and business intelligence, compliance, governance, automation and AI enablement, systems integration, and secure, scalable CX infrastructure.

Addressing the AI Reality Gap in Customer Experience

The launch responds to a widening gap between AI expectations and operational reality in customer experience. Industry data paints a sobering picture: 60–70% of AI chatbot deployments underperform expectations, average AI containment rates land at 40–50% versus the 70–80% typically promised, and customer satisfaction with AI interactions trails human agents by 15–25 points. Meanwhile, EU AI Act enforcement begins in August 2026, and most companies are unprepared.

Customer-First, Technology-Enabled

AAD is not an AI department in the technical sense. Its core mission is to balance the scaling automation and service quality, to significantly improve Customer Experience, Agent Experience, and the end-to-end Customer Journey. AI, automation, integrations, and cloud infrastructure are the means; not the goal.

Unlike AI vendors who sell technology or consultants who advise and leave, WOW24-7 takes ongoing operational responsibility for Customer Experience outcomes; combining Six Sigma Black Belt methodology with deep customer support expertise to deliver faster resolution, higher first contact resolution, lower cost per contact, and better agent productivity.

Nine Core Services Under One Strategic Umbrella

AAD launches with a comprehensive portfolio of nine integrated service offerings:

Serving Three Critical Market Segments

AAD is designed to serve enterprises at different stages of their AI journey:

• The Disappointed Deployer: Companies 6–24 months into AI deployment experiencing underwhelming containment rates, declining customer satisfaction, and board-level pressure on Automation & AI investment ROI.
• The Cautious Deployer: Organizations planning AI deployment in the next 6–12 months who have seen others fail and need operational expertise to get it right the first time.
• The Compliant Deployer: Companies with AI in regulated environments needing EU AI Act compliance infrastructure, documentation, audit trails, and human oversight protocols before the August 2026 enforcement deadline.

Operational Accountability That Sets WOW24-7 Apart

WOW24-7's AAD differentiates from three competitor categories. AI platform vendors sell technology but don't understand CX operations. Management consultants deliver strategy but leave after the project ends with no operational responsibility. Traditional BPOs treat AI as an add-on upsell rather than a core competency.

WOW24-7 is vendor-agnostic and outcome-focused, already working with 10+ Automation and AI platform partners, alongside certified CRM partnerships with Zendesk, Gorgias, Freshdesk, and Intercom. The company brings Six Sigma Black Belt certified management and maintains ISO 27001, ISO 27701, and PCI DSS certifications.

Operationalizing the Experience Center Model

AAD represents the next evolution of WOW24-7's Experience Center model, which unifies Automation & AI, 100% QA & Full Shared Visibility, CX AI Ops as a Service, Gartner Quadrant Leader CCaaS technology access, and 100% VOC & Interaction Analytics; all built on foundational pillars of Six Sigma discipline, perpetual cost savings, compounding efficiency gains, right shoring and 24/7 operations, and enterprise-grade data protection and business continuity.

The department launches with a lean, high-impact team and is designed to scale rapidly as demand grows. Initial capabilities span NICE CXone migrations and configurations, NICE Cognigy and other agentic AI platforms, AI copilots and automation flows, orchestration between AI agents, human agents, and backend systems, and company-wide business intelligence and analytics.

Availability and Next Steps

AAD services are available immediately to enterprise and mid-market companies globally. WOW24-7 is offering complimentary CX assessments to qualified organizations looking to evaluate AI performance, identify workflow optimization opportunities, or prepare for EU AI Act compliance.