1、CUSTOMER CONTACT WEEKDIGITALWWW.CUSTOMERCONTACTWEEKDIGITAL.COMMARKET STUDY:JANUARY 2025STATE OF GENERATIVE&AGENTIC AI2025 JANUARY MARKET STUDY|State of Generative&Agentic AI2CUSTOMER CONTACT WEEKDIGITAL|Intro“AI will handle simple issues so that agents will focus on complex ones.”“Rather than replac

2、ing agents,AI will augment their ability to deliver exceptional support.”Buzz over these two adages has been inescapable for the past several years.Unfortunately,the concepts have not yet fully become reality.Many customers remain unimpressed by AI-driven self-service,seeking agents for even their m

3、ost straightforward and transactional issues.As employees devote excessive focus to those rote issues and exhibit their own resistance to AI-powered technology,they are generally not demonstrating“augmented”capabilities.Contact center leaders have,however,begun to see some favorable returns on their

4、 AI investments.They consequently enter 2025 as optimistic as ever about the technologys ability to transform customer and employee experiences.Will their enthusiasm prove justified?Will 2025 be the year in which AI truly elevates the contact center?Or,will the 2026 iteration of this market study ag

5、ain lament customer and employee hesitation?There is reason for confidence:innovation involving generative and agentic AI technology directly addresses key sources of customer and employee resistance.It directly empowers automation solutions to deliver higher-caliber performance.But these technologi

6、es still have their limitations,and businesses still have their concerns.The possibility of these factors continuing to thwart progress thus remains very real.To understand the state of AI,including todays wins and losses and tomorrows goals and hesitations,CCW Digital conducted in-depth research.Th