By Rebekah Carter
Publication Date: 2025-11-28 09:00:00
Generative AI in the contact center has evolved from a hype-driven concept to a business reality. What started as a technology trend has quickly become one of the biggest changes in the way support teams work.
The recent CX Today report on AI in customer experience found that 46% of companies are now investing more in AI for customer service than for sales, marketing or commerce. Additionally, more than 90% of CX teams plan to centralize customer-facing solutions to ensure AI applications can influence every part of the customer journey.
The tools are already everywhere, from virtual assistants, AI co-pilots, auto-response apps to intelligent routing systems. But customer satisfaction is still not improving as much as expected.
In fact, Forrester’s Customer Experience Index hit a record low in 2024. So while AI is certainly changing the way things are done, it’s still unclear whether it’s making things better for people on the other side of the world…
