65% of contact center agents embrace AI for real-time assistance
CALIFORNIA, UNITED STATES — Nearly two-thirds of contact center agents are eager for real-time assistance from artificial intelligence (AI), according to a new report by contact center AI platform Cresta.
The survey, which included 1,000 U.S. contact center agents, revealed that 65% of agents want AI support during customer interactions.
Furthermore, almost all agents using AI (95%) report that it helps them resolve customer issues quickly and efficiently, challenging the conventional belief that AI threatens their job security.
AI as a co-pilot, not a replacement
Cresta CEO Ping Wu emphasized the transformative impact of AI on the contact center industry.
“Our research reveals that generative AI has become a game-changer for contact center agents — instead of worrying it will take their jobs, many see AI as an indispensable co-pilot, making them better at their jobs,” Wu stated.
The report also noted that AI is helping to reduce turnover, a longstanding issue in the industry, by providing better training and technological support.
From skeptics to advocates
The fear that AI will replace human jobs has been prevalent across various sectors, including contact centers. However, the report indicates that AI is enhancing agents’ job performance and skill development.
Twice as many agents using AI strongly agree that they perform better in their roles compared to those who do not use AI. Around 79% of agents also believe that access to good software is crucial for job performance, and 89% of AI users feel their companies prioritize technological investments to support their work, compared to only 57% of non-AI users.
Boosting talent retention
High attrition rates have plagued contact centers for years, often due to poor onboarding and outdated technology. The report revealed that less than one-third of agents rated their training and onboarding as excellent.
However, AI-driven personalized coaching and training have significantly improved agent confidence and reduced the time needed to feel competent in their roles. Agents with AI-driven coaching report nearly three times more effective training than those with standard coaching.
AI’s role in sales and customer experience
With the pressure to turn contact centers into profit centers, agents are increasingly required to shift from customer service to sales. AI is playing a crucial role in this transition by helping agents upskill and boosting their confidence in sales interactions.
The report showed that 81% of AI-equipped agents feel comfortable shifting from service to sales, and over 80% are confident in upselling and cross-selling products.
Additionally, personalized AI coaching has led to higher job satisfaction, with 91% of agents receiving AI-driven coaching reporting happiness at work, compared to only 57% with standard coaching.
Cresta’s State of the Agent Report 2024 underscores the growing acceptance and enthusiasm for AI among contact center agents. By addressing common pain points and providing real-time assistance, AI is not only improving job performance and satisfaction but also helping to retain talent in an industry known for high turnover.
As companies continue to invest in AI technologies, the future of contact centers looks promising, with happier, more efficient, and better-equipped agents leading the way.
