The numbers behind conversational AI.
We don't expect you to take a reseller's word for it. Here's what the analysts, platform vendors and customers themselves are actually saying about AI in customer service right now, sources included.
80%
Gartner predicts agentic AI will autonomously resolve 80% of common customer service issues without human intervention by 2029, cutting operational costs by 30%.
Source: Gartner →66%
AI agent adoption among customer service organisations jumped from 39% to 66% in a single year, a 1.7x rise.
Source: Salesforce, State of Service Report →85%
Contact centres with mature AI capabilities report 85% greater profitability than their low-maturity peers.
Source: Deloitte Digital, Global Contact Center Survey →39%
64% of service leaders report higher agent productivity, and 39% report lower cost per contact, as a result of AI.
Source: Deloitte Digital, Global Contact Center Survey →83%
83% of delegates registering for the UK's Contact Centre & Customer Services Summit named AI their top investment priority for 2025/26, ahead of every other category.
Source: Contact Centre Summit →86%
But 86% of consumers still say human interaction is moderately or very important to their brand experience. It's why we design for clean handoff, not full replacement.
Source: PwC, Customer Experience Survey →Want the honest read on your own contact centre?
We'll tell you where AI genuinely moves the numbers for you, and where it doesn't, before you commit to anything.
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