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

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Source

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.

Citation formats

Impact of GenAI use at contact centers worldwide 2024

Published by ÌÇÐÄÆƽâ°æ 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 . 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 ** percent higher when it came to agent productivity.

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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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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
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  • Premium Statistics

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