AI in UK Contact Centres: The Reality

Get the facts behind the headlines

Published by ContactBabel, this independent research explores what UK contact centres have deployed, what outcomes they’re achieving and what customers really think about AI-powered service.

Front cover of AI in UK Contact Centres Report

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Cut through the hype. Understand the reality.

AI investment is growing fast. Yet many organisations still struggle to measure success, deliver better customer outcomes and prove return on investment.

This research from 200+ contact centre and customer experience professions, alongside 1,000 UK consumers, goes beyond industry claims to uncover the reality of AI adoption.

5 things you’ll learn:

Benchmark your organisation against UK peers

How they rate maturity, where budgets are being invested and which AI technologies are seeing the fastest growth

Understand what AI is delivering

The real impact of chatbots, agent assistance, analytics and automation on customer experience and operational performance

Why some AI initiatives fail

What causes organisations to pause, replace or roll back AI solutions and what separates successful deployments

What customers think about AI

See when consumers prefer AI, when they still want human support and concerns organisations need to address

Build a more effective AI strategy

Practical recommendations covering governance, measurement, customer experience and responsible AI implementation

Key findings

70%
of contact centres expect AI budgets to increase

AI investment shows no signs of slowing, with most organisations planning to increase spending over the next two years.

31%
of organisations have withdrawn an AI solution

Nearly one-third of organisations report stopping, pausing or rolling back an AI deployment after implementation.

43%
of consumers want AI for simple enquiries

Customers would prefer AI for a quick answer to a simple question, but only 8% would choose it when following up an existing case.

80%
of consumers are concerned about accuracy

This remains the biggest challenge with customers worried about being misunderstood or receiving inaccurate answers from AI.

93%
of contact centres expect a hybrid future

The future vision combines AI-powered automation with human expertise.

Get the facts behind the headlines

Download the latest research from ContactBabel to understand what’s really happening in UK contact centres and learn how organisations are turning AI investment into measurable business results

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Download the AI in UK Contact Centres report

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