More than 80% of companies plan to implement artificial intelligence in customer service within the next year, according to a new industry report. Businesses that have already adopted AI in their contact centres report operational cost reductions of 20% to 30%.
In one case cited in the report, a telecommunications company using AI-powered voice assistants saw a 39-point improvement in Net Promoter Scores and a 5% to 10% decrease in operational expenses. The report estimates that Generative AI (GenAI) could disrupt the global contact centre market, valued between $12 billion and $31 billion.
Despite increasing adoption, challenges remain. While 53% of consumers say they are open to interacting with AI-powered service agents, 76% report they can still identify when they are not speaking with a human. The gap suggests that current implementations fall short of delivering fully natural or seamless user experiences.
Beyond customer-facing applications, AI is also being used for back-office tasks such as real-time call analytics, customer routing, and decision support for agents. These tools aim to reduce resolution times and support frontline staff in managing customer interactions more effectively.
The report outlines a five-point framework for effective AI adoption: aligning AI efforts with broader business strategy, identifying use cases with measurable value, rethinking engagement models, integrating AI into existing workflows, and forming long-term partnerships with technology vendors.