The increasing adoption of automation won’t result in a big reduction in contact centre agents until after 2026.
That’s according to new research by Cavell, which found that while companies are rushing to experiment with AI-powered systems, the main focus is on supporting agents with agent assistance platforms, rather than replacing them with fully automated systems.
The Q2 2024 CCaaS Market Evolution Report also revealed that there has been no immediate drastic fall in agent numbers as the CX industry struggles to trust automation beyond agent assistance and relies on agent confirmation to verify the information and actions recommended by these systems.
The research has also highlighted other key trends in the CCaaS marketplace, such as the continuing pressure of technology convergence and how it is forcing increased competition between companies that have not traditionally been competitors.
Finbarr Begley, senior analyst at Cavell, said, “AI and Automation are the big talking points in CX for 2024; however, the reality is slower than the hype. Companies are still wary of the technology, and mostly looking to deploy it initially to augment human actions rather than in fully automated systems. This strategy will keep humans actively in the loop to catch mistakes before reaching customers. The next stage for companies in the automation journey will be using advanced data analytics to tailor customer journeys and building trust in the automated solutions with customers and employees alike.”
The report forecasts that the total value of the UK CCaaS market will be worth $564 million by 2028. It also underscores a growing focus in the CX industry on the SME market, with more off-the-shelf SME-focused packages becoming readily available.