Saturday, April 11, 2026
WOW24-7, a recognized G2 Grid Leader in Contact Center Outsourcing serving more than 100 clients across 20+ countries, has officially launched its new Automation and AI Department (AAD). With this strategic move, the company aims to bridge the growing gap between AI expectations and real-world customer experience (CX) outcomes.
Through AAD, WOW24-7 centralizes its expertise in agentic AI design, hybrid AI-human orchestration, AI Managed Services, advanced analytics, secure CX infrastructure, and digital transformation. More importantly, the department operationalizes WOW24-7’s Experience Center model, converting its long-standing customer-first philosophy into measurable, structured execution across every stage of the customer journey.
As AI adoption accelerates across industries, many organizations struggle to achieve the results they initially expected. Industry research shows that 60–70% of AI chatbot deployments underperform. Furthermore, AI containment rates average only 40–50%, despite promises of 70–80%. At the same time, customer satisfaction with AI interactions remains 15–25 points lower than human-led support. With the EU AI Act enforcement deadline set for August 2026, many companies remain unprepared for compliance requirements.
Denys Dubner, CEO of WOW24-7, addressed this challenge directly:
"The market is facing an AI reality gap. Companies invested heavily in AI for customer experience, and the majority are disappointed with the results. The problem isn't the technology; it's the absence of CX operational expertise behind it. AI adoption without operational ownership fails, and we see this across the market every day. AAD exists to close the gap between AI promise and CX reality."
Rather than positioning itself as a purely technical AI unit, AAD focuses on balancing automation with service quality. Its mission centers on enhancing Customer Experience, Agent Experience, and the overall end-to-end journey. AI, automation, integrations, and cloud infrastructure serve as tools—not the final objective.
Unlike vendors that simply sell AI platforms or consultants who exit after delivering strategy, WOW24-7 assumes ongoing operational accountability for CX outcomes. By combining Six Sigma Black Belt methodology with deep customer support expertise, the company aims to improve first contact resolution, reduce cost per contact, accelerate issue resolution, and boost agent productivity.
AAD launches with nine core service offerings, including:
CX platform migrations and optimization (such as NICE CXone Mpower)
End-to-end cross-channel CX workflow design
Agentic AI design and multi-agent orchestration
Human-in-the-loop supervision and AI copilots
Systems integration and automation
Business intelligence and predictive analytics
AI governance and compliance readiness for EU AI Act
AI Managed Services with continuous monitoring and retraining
Secure, scalable cloud infrastructure
This comprehensive approach enables enterprises to modernize CX operations while maintaining governance, compliance, and transparency.
AAD targets three key enterprise groups:
The Disappointed Deployer – Organizations struggling with underperforming AI implementations.
The Cautious Deployer – Companies planning AI adoption and seeking operational expertise from the start.
The Compliant Deployer – Enterprises requiring EU AI Act documentation, audit trails, and human oversight before August 2026.
WOW24-7 differentiates itself by remaining vendor-agnostic and outcome-focused. The company collaborates with 10+ Automation and AI platform partners and maintains certified CRM partnerships with Zendesk, Gorgias, Freshdesk, and Intercom. Additionally, WOW24-7 holds ISO 27001, ISO 27701, and PCI DSS certifications, reinforcing its commitment to secure and compliant operations.
Tracy Wehringer, MBA, CMO of WOW24-7, emphasized the company’s accountability-driven approach:
"Enterprise buyers don't need another AI vendor or another consultant who advises and leaves. They need an operations partner who takes ongoing accountability for making their AI and automation investments deliver measurable Customer Support/CX Ops outcomes. That's exactly what AAD is built to do, and it's why we lead with Customer Support/CX Ops outcome, not technology features."
Ultimately, the launch of AAD marks a significant evolution in WOW24-7’s Experience Center model. By combining automation, AI governance, analytics, and operational ownership, the company positions itself as a long-term CX transformation partner rather than a short-term AI vendor.
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