{"id":1783,"date":"2022-03-28T19:04:36","date_gmt":"2022-03-28T19:04:36","guid":{"rendered":"https:\/\/www.replicant.ai\/the-rise-of-contact-center-automation-in-12-stats\/"},"modified":"2023-01-31T17:40:26","modified_gmt":"2023-01-31T17:40:26","slug":"the-rise-of-contact-center-automation-in-12-stats","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/the-rise-of-contact-center-automation-in-12-stats\/","title":{"rendered":"The Rise of Contact Center Automation in 12 Stats"},"content":{"rendered":"

The Numbers Behind Contact Center Automation’s Rapid Adoption<\/h1>\n

Digital transformation was already well underway in contact centers before the onset of the pandemic in early 2020.\u00a0<\/span><\/p>\n

But in the two years since, a lot has changed. The pandemic has lasted longer than anyone could have imagined. Its effects led to a \u201cGreat Resignation\u201d of employees across every industry, distributed hard-to-manage workforces, and impossible-to-predict call volumes from demanding customers.\u00a0<\/span><\/p>\n

What\u2019s come out of it is an unsurprising race to adopt automation among contact centers. Contact Center Automation can completely offload repetitive, tier-1 requests from customer service agents by fully resolving them over any channel, 24\/7.\u00a0<\/span><\/p>\n

It\u2019s a big reason why automation adoption is a chief priority of most contact centers. It\u2019s cost effective, provides service on-par with or better than live agents, and can be deployed in weeks. Overall, it gives businesses a competitive edge in a market where brands must stand out to retain customers and earn loyal new ones.\u00a0\u00a0<\/span><\/p>\n

Here\u2019s a holistic look at why AI and Contact Center Automation solutions are seeing rapid adoption by contact centers in 2022:<\/span><\/p>\n

1. 52% percent of companies accelerated their AI<\/a> adoption plans because of the Covid crisis. 86% say that AI is becoming a \u201cmainstream technology\u201d at their company in 2021.<\/strong><\/p>\n

2. 72% of business leaders feel positive<\/a> about the role that AI will play in the future.\u00a0<\/strong><\/p>\n

3. Most executives (74%) not only anticipate AI will deliver more efficient business processes<\/a>, but also help to create new business models (55%) and enable the creation of new products and services (54%).<\/strong><\/p>\n

4. Technologies call centers plan to use in the future<\/a> are lead by AI (56%) and robotics and process automation (33%).<\/strong><\/p>\n

5. 76% of contact centers are planning to invest in artificial intelligence<\/a> in the next two years.\u00a0<\/strong><\/p>\n

6. \u201cCall center employees worry that virtual assistants, chatbots, and AI will take over their jobs. That is a scenario that is not about to happen overnight<\/a>, even if companies are already taking the automation route.\u201d\u00a0<\/strong><\/p>\n

7. Benefits of Big Data Analytics<\/a> in Customer Service:<\/strong><\/p>\n