Remove 2026 Remove Average Handle Time Remove Metrics Remove Self Service
article thumbnail

The Great AI Paradox for Contact Centre Agents

CSM Magazine

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today.