I have wanted to execute this survey for the last year or so, but I wanted to wait until the signals for actual AI deployments got stronger. I had so many questions for agents about how they were finding these new technologies that the industry was discussing and what they thought about their impact on the future of their jobs.

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That meant that when we were writing the scope of this research, I had three clear goals 1) find out what agents were doing with AI, 2) find out how agents felt about AI, 3) find out how agents perceived the changes in communications and channels. I especially wanted to focus this research on North America, the most advanced CCaaS market in the world, to create a template and understanding of other markets’ trajectory when technology adoption levels increase.

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This research along with other research I have conducted reaffirms to me that we are in the rough-post-hype stage of the automation technology adoption in CX. Initial PoCs are promising, some deployments are successful and in general where AI is going in, it is having a meaningful impact on agents lives. However, this is context against a backdrop of increasing customer expectations, increasing call and ticket volume and more pressure on companies to be better or lose customers.

– Finbarr Begley, Senior CX Analyst