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Artificial intelligence (AI) usage in customer service teams worldwide in 2025, by industry

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Source

Release date

June 2025

Region

Worldwide

Survey time period

Q1 2025

Number of respondents

235 customer service leaders

Method of interview

Computer-assisted web interviews (CAWI)

Supplementary notes

Share of company sizes represented:
Less than 100 employees: 21 percent
100 to 499 employees: 19 percent
500 to 5000 employees: 24 percent
More than 5000 employees: 26 percent

Citation formats

AI usage in customer service teams worldwide 2025, by industry

Published by Jenny Yang, Dec 9, 2025

As a whole, AI adoption in customer services increased from 46 percent in 2023 to 61 percent in 2025. Customer services in the telecommunications industry had, by far, the highest uptake of AI usage with ***percent of respondents claiming that it had been used at their workplace.

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Statistics on " AI use at contact centers worldwide "

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Overview

6

AI use

6

AI impact

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Outlook

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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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For single users
$0 USD
Always free
Access limited to Free Statistics. Premium Statistics are not included.
  • Free Statistics
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Starter Account

For single users
$199 USD
per month, billed annually 1
Buy now
  • Free Statistics
  • Premium Statistics

  • The statistic on this page is a Premium Statistic and is included in this account.

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For teams of up to 99 users
Talk to sales for pricing
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