Uses of AI at contact centers worldwide 2024

Published by
Raphael Bohne,
Oct 1, 2024

The most popular current uses for artificial intelligence (AI) at contact centers in 2024 worldwide were voice authentication and process automation. 37 percent of respondents chose these options as their answer. Emotion recognition/detection, perhaps one of the more controversial elements of AI use owing to its personal and intrusive nature, had a share of 33 percent of respondents who claimed this was currently in use at their contact center.

Uses of artificial intelligence (AI) at contact centers worldwide in 2024

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Release date

March 2024

Region

Worldwide

Survey time period

2024

Supplementary notes

Methodology not provided by the source.

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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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