Contact Center Data at Databricks Data + AI Summit 2026 | Avaya

What you'll learn

• Billing sees the financial impact. Refund requests and payment disputes rise by 25% after the change takes effect. - Digital sees customers looking for answers. Visits to the payment FAQ increase by 50%, questions about unfamiliar charges rise in the virtual assistant, and exits from the payment page increase by 20%. Some customers may have already searched Google or an external AI tool before reaching a company-owned channel. - Service sees the work left unresolved. Calls and chats about the charge rose by 40%. One in five customers contacts the company again after the first conversation, and one in four requires a transfer or escalation.