Survey Reveals Growing AI Demand Amid Escalating Contact Center Challenges

Level AI's new report highlights a significant rise in AI tool demand as contact centers face increased performance pressures. The survey found that although AI is crucial for enhancing customer experiences, many centers struggle with implementation due to insufficient in-house expertise, with 43.4% of respondents citing this challenge.

Contact centers are increasingly turning to advanced AI to meet growing demands, with nearly 70% reporting heightened operational pressures. However, only 3.9% feel reduced pressure. This push toward AI adoption is essential to maintain competitiveness, though technical know-how remains a barrier.

Additionally, the survey uncovered that agents prefer customer satisfaction metrics over cost-driven measures, improving job satisfaction and customer outcomes. Despite this focus, many agents receive limited coaching, impacting performance.