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The Great AI Paradox for Contact Centre Agents

CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today.

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2026 Average Handle Time Contact Center Customer Centricity 52
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Protecting Your Contact Center Agents’ Emotional Well-Being

Playvox

APRIL 4, 2023

Gartner predicts that by 2026, 75% of customers who contact customer service and support organizations will do it because they’re lonely , not because they need customer service. You can then use this data to train agents to identify a lonely customer and handle them accordingly. But a new problem is emerging.

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Contact Center Average Handle Time Feedback 2026 78
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