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AI use at contact centers worldwide

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

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Table of contents

Overview

6
  • Premium Statistic Positive impacts of AI usage on customer service metrics worldwide 2025
  • Premium Statistic Top customer service priorities worldwide for 2024
  • Premium Statistic Likelihood of customer care contact U.S. 2024, by channel and generation
  • Premium Statistic Industries where GenAI can/cannot be applied in professional services worldwide 2024
  • Premium Statistic Gen Z perspectives on receiving better guidance from AI or their manager U.S. 2024
  • Premium Statistic Impact of GenAI on Gen Z skills at work U.S. 2024

AI use

6
  • Premium Statistic Uses of AI at contact centers worldwide 2024
  • Premium Statistic GenAI use at contact centers worldwide 2024
  • Premium Statistic AI usage in customer service teams worldwide 2025, by industry
  • Premium Statistic Current uses of analytics applications at contact centers worldwide 2024
  • 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

AI impact

6
  • Premium Statistic Impact of GenAI use at contact centers worldwide 2024
  • Premium Statistic Impact of digital engagement (including chatbots) on customer expectations 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

Outlook

6
  • Premium Statistic Potential AI generated improvements at contact centers 2024
  • Premium Statistic Uses of AI in contact centers in next two years worldwide 2024
  • Premium Statistic Uses of analytics applications in next two years at contact centers worldwide 2024
  • Premium Statistic Customer frustrations with virtual agent channels at contact centers worldwide 2024
  • Premium Statistic Planned GenAI investment areas in customer care U.S. 2024
  • Premium Statistic Challenges to customer care GenAI investment U.S. 2024
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