Introducing: The Contact Center AI Association Peer-Reviewed Journal

Something new is taking shape, and we want you to help build it.

Author

Graycie Elliott
April 22, 2026

The Rundown:

Overview

We are proud to announce the launch of The Contact Center AI Association Journal: the first peer-reviewed academic and practitioner publication dedicated entirely to the study, application, and future of AI in the contact center. This is a member-driven milestone, and whether you read it, contribute to it, or help lead it, the journal belongs to all of us.

Why We’re Doing This

We've heard the same thing from our members for years: the information we rely on is scattered, inconsistent, and rarely specific to the realities of our industry. The Contact Center AI Association Journal exists to change that.

Four Reasons This Matters:

1. No resource like this exists today. There is no peer-reviewed publication dedicated to Contact Center AI. Every practitioner and researcher in our space has been forced to publish in general AI or CX venues. The CCAIA is uniquely positioned to serve the community by filling this gap.

2. High-quality, reliable information — both to consume and to contribute. Our members deserve a source they can trust. One where rigor is a baseline. Where what you read has been scrutinized by experts in your field, and where what you publish carries real weight.

3. A way to build personal rapport and professional credibility. Authorship, peer-review recognition, and editorial roles are among the most powerful forms of professional currency. The journal gives our members a platform to be known — not just as vendors or operators, but as thought leaders shaping the industry.

4. Unbiased, member-driven education for the broader world. The contact center AI space is crowded with marketing content masquerading as insight. A double-blind, peer-reviewed journal becomes a source of truth — not just for our members, but for the universities, enterprises, and regulators who are looking for one.

Where We Need Your Help: The Organization Structure

The journal will be governed by the CCAIA Board and led editorially by an Editor-in-Chief who sets vision, makes final decisions, and appoints domain leads. The editorial org structure is still being decided. But here is a graph showing how it’s shaping up so far:

Many of these positions are open. If you see yourself in one of them, we want to hear from you.

This journal will only be as strong as the members who build it. If you have been sitting on the sidelines watching the association pass you by, now is the time to get in the game! We pride ourselves on being community built and connection driven. Whether your desire is to consume or contribute, let us know:

Whether it be a leadership position, contribution of articles, or general support, we want to know.

A Special Thanks

None of this would exist without two people whose passion lit the fire.

Deepti Sharma and Gil Rios — thank you! Your conviction that our industry deserves a rigorous, member-led voice of its own is what propelled this project from an idea into a reality. The association — and every member who benefits from this journal in the years to come — owes you a real debt of gratitude.