35% of US contact centers say they use agentic AI, but only 11% have a bot that can work out its own steps and act across more than one system.

 

Based on surveys of 175 US contact centers and 1,000 US consumers, this new research looks at the reality of AI in US contact centers, setting out what has been deployed, what it cost, what it delivered and what customers make of it.

 

This report shows:

 

• How much of the CX budget goes on AI, and why the function carrying the blame for any AI failure rarely holds it

 

• What has been stopped, paused or rolled back after deployment, and why

 

• What agent assist and AI analytics have delivered, measured rather than claimed

 

• What the most capable bot in each operation can actually do on its own

 

• How much bots resolve without a human, and why containment rates flatter the position

 

• What controls exist on the actions bots take in live business systems

 

• How AI compares with human agents on handling time, accuracy, resolution and satisfaction

 

• When customers actively prefer AI, what worries them most and where the appetite stops

 

• What AI has done to headcount, and what nobody has changed for agents

 

Download this report and find out where AI is actually delivering in US contact centers (and where it’s not), and what the evidence supports doing next.

 

This is the most detailed and objective primary research that has ever been carried out on US contact centers’ use of AI.

 

AI in US Contact Centers – The Reality is available for free download.

 

 

To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.

 

If you have already registered, please log in here.

 

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