Impact of GenAI use at contact centers worldwide 2024

Published by Statista Research Department, Aug 30, 2024

When it came to the impact of generative artificial intelligence (GenAI) use at contact centers in 2024, the majority of those currently using GenAI stated that it had helped to improve customer effort scores. For those that had not yet adopted GenAI within their company, the most popular outcome was higher agent productivity. Despite this, respondents who were currently using GenAI still scored 15 percent higher when it came to agent productivity.

Impact of generative artificial intelligence (GenAI) use at contact centers worldwide in 2024

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Release date

July 2024

Region

Worldwide, Australia, Canada, Japan, United Kingdom, United States

Survey time period

March 2024

Number of respondents

600 contact center strategy leaders

Supplementary notes

Contact center leaders surveyed were at midsize and large business-to-consumer and business-to-business companies.

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Topics

AI use at contact centersCall center services industry in the U.S.Artificial intelligence (AI) worldwideGenerative artificial intelligence (AI)Generative artificial intelligence (AI) in business
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