2025对话式智能报告：联络中心趋势与客户期望-立足数据实证 摒弃主观臆断

The State of ContactCenters Today It starts the same way every time. A frustrated customer stuck on hold, waiting for anagent to solve a problem that shouldn’t exist in the first place. Your contact center is flooded with calls like these—repeat complaints, preventableissues, and friction points that could have been resolved long before a customer everpicked up the phone. And the worst part? These calls aren’t just frustrating for customers; And yet, the insights you need to fix this cycle and cut costs are already there—hiddenin the very conversations clogging your queues. In this report, we explore the latest We Asked Your CustomersTheir Conversation Preferences, Consumer Expectations, Business Response and The AI-driven interactions. The surveysample reflects a balanced genderdistribution (51% female, 49% male) This report is based on a comprehen-sive survey conducted with 1,215census-representative consumers, on identifying key friction points incustomer interactions, the role of AI After you contact a brand with an issue, how quicklydo you expect them to respond? Thinking about the last time you had an issue with a product orservice you purchased, which of the following statements is true: When researching a new product or service, what is your preferred channel Now Let’s Turn InsightsInto Actions Contact centers are at an inflection point—balancing operational efficiency withcustomer expectations has never been more challenging. The main challenge for service organizations is balancing two conflicting demands.On one hand, they must do more with less—cutting costs and improving Adding to the complexities contact center leaders face is a third dimension. Contactcenter operations are often disjointed from the rest of the organization and serveprimarily as a mechanism to capture and resolve inboundfailure demand—custom- Whilst opportunities exist to prevent failure demand at its source, contact cen-ter leaders often lack the necessary insights to influence decision-making across 41% 80% 54% still prefer calling the contact centerfor issueresolution, despite the rise of digital channels. of service organizations expected to use someform of AI by 2026—Brands are racing to implementAI-driven solutions—chatbots, virtual agents, 53% use email, and 51% visit the websitefor support,but automated chatbots (23%) and social media External factors drive inbound call volume, whichremains steady or grows despite agent performance. The result is that contact centers are still floodedwith preventable calls, customers are stuck infrustrating loops, and AI investments aren’t However,Gen Z is 2x as likely (32%)to use chatbots compared to Boomers (15%),indicating shifting channel preferences among Customers don’t think in channels. Theyexpect a smooth, connected experience acrosstouchpoints—and brands that fail here will lose The expectations are set, and brands can’tafford to overlook them. This is what it means Sustained inflation means customers are scrutinising every dollar. Price matters,but so does experience—frustration will send them straight to competitors. GEN Z’S EXPERIENCE EXPECTATIONS WILL DOMINATE As they become the largest consumer segment, Gen Z demandsimmediacy,personalization, and frictionless self-service. Our data shows younger con-sumers (18–34) are far more comfortable using AI-driven tools and chat-based THE GAP BETWEEN EXPECTATIONS AND REALITY Customers tell brands precisely what they want—prompt, human-centerd serviceprioritising first-contact resolution. Yet, contact centers are still structured for HIDDEN IN CONVERSATIONS ACROSS THE A Pathway to ImprovingService Efficiencies & CX Traditional contact center managementhas historically relied on AI-drivenautomation (think chatbots, workflows,knowledge management) and ad-hocagent training to handle the ever-in- complete view, combining feedbackfrom call transcripts, chats, supportthreads, emails, ratings and reviewplatforms, social media, and moreto give contact center leaders the of service calls. Deploying AgenticAI, performing QA spot checks, and To truly improve efficiency and servicequality, service leaders need to lookbeyond the boundaries of the contactcenter to the entirety of the customer Here is How Conversational Intelligence CanBring Positive Change To Your Contact Center Conversational Intelligence is the foundationallayer for capturing, analysing and improving all customer interactions, enabling service organizations to safely andefficiently implement new support models—AI, human or hybrid. By applying This insight allows them to optimizeinternal processes, refine agent train-ing programs, and enhance knowledgebase content to ensure agents—wheth-er human or AI—are equipped with theright information at the right time. Identify and eliminate frictionsin the customer journey before journey—from pre-purchase inquiriesto post-purchase support—reinforcing Conversational Intelligence helps youget th