AI

Nearly all contact centers tapping AI

Photo: Adobe Stock

April 8, 2025

Nearly every contact center, 98%, is using AI and 61% are using it have more difficult conversations, according to a Calabrio Research report.

The most deployed AI tools include chatbots and voicebots, chatbot analytics and scheduling tools, according to a press release on the findings.

The first-party research found the future needs of AI-driven contact centers go well beyond technology adoption, requiring a renewed focus on evolving customer expectations while enhancing agent productivity and engagement.

The report is the result of a global quantitative survey of 437 contact center managers spanning eight industries, four age groups and 13 countries.

"Harnessing the transformative power of AI requires contact centers to do more than simply adopt AI technologies, but to thoughtfully integrate them into their operations in a way that complements and enhances the customer experience," Dave Rhodes, CEO of Calabrio, said in the release. "This shift can turn every customer interaction into a strategic asset and turn beleaguered agents into empowered problem solvers. Strategic integrations of AI will elevate contact centers' agent experience, productivity and customer experience."