New Bright Pattern AI Survey Finds 78% of Companies Have or Plan to Deploy AI in Their Call Center

Adoption of artificial intelligence continues to increase in U.S. contact centers. According to Canam Research, 78% of contact centers in the U.S. report plans to deploy artificial intelligence in their contact center in the next 3 years, with an overwhelming number (97%) of survey respondents planning to use artificial intelligence to support agents as opposed to 7% who plan to use AI to replace some or all of their current call center staff. Top uses of artificial intelligence include bots, self-service, and AI for quality management. These insights stem from a survey sponsored by Bright Pattern, the leading provider of AI-powered omnichannel cloud contact center software for innovative enterprises. The survey examined the current state of U.S. contact centers' usage and preferences around artificial intelligence in the contact centers.