Overview

Over 40% of agentic AI projects are forecast to be canceled by the end of 2027, driven by rising costs, unclear business value and weak risk controls.

The forecast counts cancellations and gives no success rate. “The 6 in 10” is our shorthand for the programs that make it.

In our view, each cause traces back to a decision about the environment around the agent, made, or skipped, before launch.

This whitepaper sets out five traits drawn from NovelVox deployments in banking, credit union and healthcare, and a way to score your own program against them.

Why This Matters

The model is one of four things to prepare.

Consider a credit union whose IVR already takes loan payments. Give the AI agent its own build, and every rule change has to be made twice.

A leading member-owned credit union running Five9 and a Jack Henry core is deploying NovelVox CCIP as one execution layer for AI, IVR and self-service.

Before your next model decision, ask: where does execution live, what counts as success and who decides what the agent may do?

What It Covers

• Why rebuilding the same transaction for every channel drives up cost, and what to build instead
• Why a containment dashboard can look healthy even when transactions were not completed, and what to count instead
• How banks, credit unions and healthcare providers can decide what an AI agent may do, with sample risk tiers for banking and healthcare
• The two kinds of information a handoff to a human agent can carry, and why one matters more
• What changes and what carries over when you switch CCaaS platforms
• Where NovelVox CCIP and Agent Accelerator fit alongside your CCaaS platform and systems of record
• A 10-question scorecard to place your program and a 90-day plan built around one transaction
• How CCaaS and SI partners can use the scorecard as a discovery tool