AI use at contact centers worldwide

Statistics report on artificial intelligence (AI) use at contact centers worldwide

AI use at contact centers worldwide

The statistics report presents an overview of the relationship between the customer care industry and artificial intelligence (AI), the current uses of AI at contact centers, the impact it has already had, as well as the outlook and challenges faced by customers, contact center workers, and contact center executives.

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Table of contents

Overview

4
  • Premium Statistic Customer experience struggles with AI implementation 2024
  • Premium Statistic Implementation of AI for enhancing customer experience in 2024
  • Premium Statistic Positive impacts of AI usage on customer service metrics worldwide 2023
  • Premium Statistic Activities consumers trust AI with 2024

Uses

6
  • Premium Statistic Uses of AI at contact centers worldwide 2024
  • Premium Statistic Current uses of analytics applications at contact centers worldwide 2024
  • Premium Statistic GenAI use at contact centers worldwide 2024
  • Premium Statistic AI usage in customer service teams worldwide 2023, by industry
  • Premium Statistic Uses of AI workspace monitoring at contact centers North America 2023
  • Premium Statistic Frequency of AI workspace monitoring uses at contact centers U.S. 2023

Impact

5
  • Premium Statistic Impact of GenAI use at contact centers worldwide 2024
  • Premium Statistic Impact of AI on customer info experience at contact centers U.S. 2023
  • Premium Statistic Impact of AI on workspace monitoring at contact centers U.S. 2023
  • Premium Statistic Impact of AI on training at contact centers U.S. 2023
  • Premium Statistic Impact of AI on feedback at contact centers U.S. 2023

Challenges and outlook

5
  • Premium Statistic Customer frustrations with virtual agent channels at contact centers worldwide 2024
  • Premium Statistic Uses of AI in contact centers in next two years worldwide 2024
  • Premium Statistic Potential AI generated improvements at contact centers 2024
  • Premium Statistic Challenges to customer care GenAI investment U.S. 2024
  • Premium Statistic Planned GenAI investment areas in customer care U.S. 2024
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