AI adoption in contact centers surpasses 80% amid global shift: report
ILLINOIS, UNITED STATES — Over 80% of businesses have deployed AI in their contact centers, leveraging advanced tools from chatbots to AI agents that proactively handle tasks like reservations, according to a Five9 Business Leaders CX report.
Cost factors and workforce shortages are the primary barriers to adoption among those who have not yet adopted the technology, as adoption accelerates.
AI adoption surges as tools evolve beyond basic chatbots
In the report issued by Five9, 81% of the contact centers already utilize AI, with the most popular applications being agent-assist tools and workforce optimization (WFO) systems. The AI bots built many years ago were quite clumsy, but modern systems exhibit no problems in complex interactions.
For example, 96% of adopters are implementing AI in self-service contexts, while 94% are using AI to assist agents by providing real-time suggestions.
Industries have also accelerated the adoption of AI in their systems to enhance their service to customers. Industries that have rigorously embraced AI were:
- Technology (94%)
- Business services (93%)
- Financial services (86%)
- Education (64%)
- Energy (67%)
This change and continuous adoption profits AI as it becomes increasingly sophisticated in imitating human-like problem-solving through the customer journey.
Cost and expertise gaps slow rollouts
Despite AI’s benefits, new data provides a different picture, as 69% of business decision-makers believe that their customers will transition to personalized and high-touch channels when making high-priced purchases.
Still, only 33% of consumers are likely to change their behavior. Additionally, 67% will not modify their general shopping habits despite changing prices.
Five9 notes that while AI saves money at low scales, enterprises need clear return on investment (ROI) projections to justify wider implementation.
Staffing shortages compound the issue, as many lack teams skilled in AI deployment, data privacy, or compliance. Without internal expertise, businesses struggle to select tailored solutions or measure impact.
Training programs are critical but often overlooked, leaving firms dependent on vendors for integration support.
AI elevates agent and customer experiences
AI is not taking away from humans; it is just giving them more power. Real-time translation and computer-generated call summaries minimize agent burnout. AI-based coaching also detects skill gaps during real-time interactions.
The optimization systems of the workforce also examine all the conversations to optimize quality control.
On the customer end, AI allows 24/7 self-service through user-friendly chatbots and the use of so-called AI agents who help solve problems more efficiently. Callers are redirected to an agent who best matches their call, reducing wait time.
Interestingly, over 78% of the adopters feel that AI has met their expectations and, hence, justified its functionality in maximizing satisfaction and operational efficiency.
Companies may consider the principle of short-term sacrifices versus long-term benefits, or they will risk losing customers to competitors who provide them with a seamless and AI-enhanced experience.
