State of AI Agents for Customers and Employees
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In 2025, contact center leaders are rapidly investing in AI to gain a competitive edge. CCW Digital reports that 50% of CX executives plan to significantly increase AI spending this year. Tools like generative AI are enhancing customer self-service and agent performance, while trust in AI has grown since last year.
The next frontier is agentic AI—offering proactive, autonomous decision-making beyond traditional and generative models. However, only 15% of leaders fully understand its unique capabilities, highlighting the need for greater transparency.
AI agents bring human-like cognition to real-time problem-solving, but adopting them requires rethinking roles and operations. This report explores the impact of AI agents on both customers and employees, as organizations modernize their contact centers.
