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Calabrios State of the Contact Center 2025 report found, 98% of contact center leaders say theyre already using AI in some capacity. In the process, the contact center AI market is expected to nearly triple in size between 2025 and 2030 as organizations expand investments, tools and capabilities multiply, and new challenges come and go.
Heres a quick breakdown of how key AI-driven features are revolutionizing customer support processes: Feature How It Works Impact on Customer Service AI chatbots AI-powered virtualagents go beyond basic chat interfaces. It allows them to get more done without impacting support quality.
This creates a more efficient workflow and reduces customer wait times. This allows human agents to focus on more complex and high-value interactions that require empathy and critical thinking. The system learns from historical data to forecast customer demand with up to 95% accuracy.
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