Cresta, which offers an GenAI platform for contact centers, published its new State of the Agent Report 2024: GenAI’s Rise in the Contact Center report.
For this data, the company surveyed 1,000 U.S. contact center agents. Of note, 65 percent wish for AI assistance while interacting with customers, while 95 percent employ AI reports to address customer issues.
Additionally, twice as many who use AI believe their performance is better because of AI.
“Our research reveals that generative AI has become a game-changer for contact center agents – instead of worrying it will take their jobs, many see AI as an indispensable co-pilot making them better at their jobs,” said Ping Wu, Cresta’s CEO. “The contact center industry has always been fraught with turnover, often due to insufficient training and minimal technology investment. It’s clear that when organizations empower their contact center agents with generative AI, those agents are happier, more knowledgeable, and have more positive interactions with customers.”
Additional points included:
- 79 percent believing that software access can be determinant of job performance.
- 89 percent of those using AI claim that their company prioritizes tech investment to improve employee support, compared to 57 percent without AI.
- Of those with AI access, 81 percent feel they can comfortably shift an interaction from a service- to a sales-focus, with more than 80 percent also comfortable with upselling and cross-selling products.
- Agents generally want more data-driven, personalized insight, based on their performance metrics, with 75 percent requesting more visibility into the data used to judge their performance.
- 99 percent of those with AI-driven personalized coaching report being happy at work, compared to 57 percent of those with standard coaching.
The full report can be found here.
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