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

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Source

Release date

July 2024

Region

Australia, Canada, Japan, United Kingdom, United States

Survey time period

2024

Number of respondents

600 leaders responsible for contact center strategy

Supplementary notes

Respondents were from midsize and large business-to-consumer and business-to-business companies.

Citation formats

Impact of GenAI on customer experience at contact centers worldwide 2024

Published by ÌÇÐÄÆƽâ°æ Research Department, Aug 30, 2024

In 2024, at contact centers that were currently using generative artificial intelligence (GenAI), almost ** percent said that this technology had improved customer effort scores. When this is compared to contact centers not yet using GenAI, this share was significantly lower at ** percent.

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