Scott Russell on automation
From Drill Down Ep. #249: NiCE (NICE:NYSE) CEO Scott · · The Drill Down
“First of all, automation. You will chat or voice with an AI agent that will be able to completely resolve, we think, up to 30% of those engagements automatically through an AI agent that has the knowledge, the data, the process, the insights and the guardrails to be able to meet your needs.”
On , Scott Russell, CEO at NICE Ltd, spoke about automation during Drill Down Ep. #249: NiCE (NICE:NYSE) CEO Scott on The Drill Down.
About Scott Russell
In a March 2026 interview, Scott Russell, CEO of NICE, discussed the company's vision for AI in customer service. He stated that while AI agents currently handle only 3–5% of interactions, NICE believes AI can ultimately manage up to 80% of customer-service interactions, with the remaining 20% involving human oversight for complex or emotional scenarios. Russell emphasized that NICE's approach is "AI-first, not AI-only," aiming to provide a platform that allows customers to shift between AI and human support at their own pace. Russell also addressed the concept of a "SaaS apocalypse," noting that investors are questioning the durable revenue models and terminal value of SaaS companies for the first time in 25 years. He reiterated his previous assertion that "speed is a choice" in enterprise AI, advocating for deliberate rather than reckless adoption. Russell described NICE's goal as becoming the "digital front door" for enterprises, orchestrating voice, digital, and AI interactions seamlessly.