Artificial intelligence (AI) use at contact centers worldwide - statistics & facts
The increasing uses and importance of artificial intelligence (AI) in professional services has been undeniable over the last few years. The user rate of generative artificial intelligence (GenAI) in the workplace globally in 2024 was noticeably high, with more predicted growth still to come. The actual uses of AI at contact centers worldwide in 2024 varied, with voice authentication and process automation featuring at the top of the list. The top current uses of analytics applications at contact centers worldwide in 2024 went from marketing analytics to sentiment analytics. This implies that AI has already been a broad church in terms of its uses and implementations at contact centers, with its full effects and potential still yet to be seen.
