By 2026, conversational artificial intelligence (AI) deployments within contact centres will reduce agent labour costs by $80 billion, according to Gartner. Worldwide end-user spending on conversational AI solutions within contact centres is forecast to reach $1.99 billion in 2022.
Wrekin Council in the UK, deploying an AI Assistant, managed to cut extremely high waiting times by 50%, shifting many users to digital. A year into the AI assisted operations, new services are added to support residents and lessen strain on staff. The Council’s AI acceleration eliminated the need to employ additional headcount, which is important given the current struggle to recruit and retain staff in the sector.