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EMARKETER

Most contact center decision-makers plan widespread adoption of AI

Article by Peter Clark  |  Apr 29, 2025
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Most contact center decision-makers plan widespread adoption of AI
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Customer Experience
United States
Current and Future Use of AI Applications Within Calls According to US Contact Center Decision-Makers, Jan 2025 (% of respondents)
E-Mail ChartDownload

Key stat: Almost nine in 10 (86%) US contact center decision-makers are either currently using AI for in-call agent assistance or plan to do so in the next two years, according to January data from ContactBabel and CallMiner.

Beyond the chart:

  • Half of contact center decision-makers have no plans to adopt AI voicebots, per ContactBabel and CallMiner.
  • 39% of web chats at US contact centers had at least some level of automation (i.e., chatbots/virtual chat agents) last year.

Use this chart: Retailers with contact centers can use this chart to understand that AI automation is about to become table stakes in the customer journey.

Related EMARKETER reports:

Methodology: Data is from the March 2025 ContactBabel report titled "The 2025 US Contact Center Decision-Makers' Guide" commissioned by CallMiner. 192 US contact center managers and directors were surveyed through a detailed structured questionnaire during October 2024-January 2025.

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