CCW：2025年科技VS人性：人机协作时代下AI对联络中心坐席的重塑作用研究报告

AI has not been a silver bullet for the customer contact function. It has not prevented customers from complaining about slow, impersonal experiences. It has not saved agents from the frustrating, inefficient tasks that lead to disengagement and churn.

Customer contact leaders do, however, believe it is starting to make a positive impact on numerous facets of their operation.

Nearly 89%, for example, believe their AI investments are boosting operational efficiency. An impressive 4