ContactBabel Releases The Inner Circle Guide to AI-Enabled Agent Assistance 

Author: Greg Taylor | Date: 22/03/2024

ContactBabel, a research and analysis firm for the contact centre industry, has released its Inner Circle Guide to AI-Enabled Agent Assistance, and it outlines the increased pressure and complexity agents are facing on the frontline. 

Awaken Intelligence, the leading agent guidance and conversational analytics software vendor, is a principal sponsor of the research. 

You can download a copy of the UK or US version of the research here

Key Headlines 

  • Agents will continue to face pressure, by 2027 it is predicted that telephone conversations will still make up over 60% of all interactions 
  • Average call times have increased significantly in the last 20 years, putting pressure on the cost structures of organisations and the experience of customers 
  • The majority of organisations no longer believe that AI will replace their agents but is here to support them in tackling complex enquiries
  • Most contact centres are still underserving their agents from a technology front. Making complex interactions even harder without satisfactory tools and software 
  • AI now handling 20% of web chats independently BUT 92% of email responses handled by agents independently 

Download your copy today.