CX Assurance for AI-Powered Contact Centers

Author: Beth Schultz, VP of Research & Principal Analyst

About CX Assurance for AI-Powered Customer Experience

Automated customer experience (CX) assurance solutions have long enabled companies to proactively test, monitor, and optimize voice and chat interactions, with the goal of discovering issues that might impact customers if left undiscovered or unresolved. But as we move from basic conversational voicebots and chatbots to generative and agentic artificial intelligence (AI) agents using often-unpredictable, non-deterministic models, more is required. This shift has introduced new risks, such as hallucinations and guardrail violations, making CX assurance a strategic imperative for businesses putting customer-facing AI voice and text agents into use. The latest generation of CX assurance tools test and optimize a variety of areas prior to AI deployments and then rigorously test AI agents in live operations.

As Metrigy has found in its Customer Experience Optimization: 2025-26 global study of 656 companies, those having the greatest measured success with AI technologies for CX are 2.2 times more likely to use advanced CX assurance solutions than their peers, correlating high performance with a robust AI testing and optimization strategy. By prioritizing pre-deployment testing with continuous post-deployment observability, the agentic enterprise can safely drive efficiency while protecting brand reputation.

In this market overview report, discover:

• How CX assurance is evolving for AI-powered CX
• Four different approaches to CX assurance for the use of AI agents, with select vendor profiles
• What buying criteria decision makers should consider in deciding which vendor or vendors’ tools to use
• How vendors address the market and differentiate themselves
• Guidance and recommendations for working with AI agents and CX assurance decision making