Calabrio Research Reveals 98% of Contact Centers Use AI, Yet 61% Face Increased Challenges in Customer Conversations

Calabrio, the workforce performance company, has released its annual 2025 State of the Contact Center report. The research, based on a global survey of 437 contact center managers across eight industries and 13 countries, sheds light on the growing role of AI in the contact center. While the widespread use of AI in contact centers is no surprise, it is notable that 61% of decision-makers report that customer conversations have become more difficult. This highlights the ongoing challenge of balancing efficiency and empathy in an industry where customer expectations are constantly evolving.

As AI technology continues to reshape the contact center landscape, the need for a strategic approach becomes more urgent. The report stresses that integrating AI into contact center operations requires more than just adopting new technologies. To truly succeed, businesses must focus on evolving customer expectations, improving agent productivity, and enhancing employee engagement. Those who can master this shift will set themselves apart as leaders in the customer experience space.

“Harnessing the transformative power of AI requires contact centers to do more than simply adopt AI technologies, but to thoughtfully integrate them into their operations in a way that complements and enhances the customer experience,” said Dave Rhodes, CEO of Calabrio. “This shift can turn every customer interaction into a strategic asset and turn beleaguered agents into empowered problem solvers. Strategic integrations of AI will elevate contact centers’ agent experience, productivity, and customer experience.”

AI Usage and Value: A Cornerstone of Modern Contact Centers

According to the report, 98% of respondents are incorporating AI in some form into their contact center operations, with chatbots, voicebots, and chatbot analytics being the most commonly deployed tools. AI has proven effective at reducing redundant tasks, but there are challenges as well. While it simplifies processes, 61% of leaders report that conversations with customers are more complex now, as AI is not equipped to handle intricate, emotional situations.

The Agent Experience Disconnect

To handle these difficult interactions, agents need emotional intelligence, adaptability, and resilience. However, many contact centers are not providing their agents with the tools and training necessary to succeed. Despite empathy being identified as the most crucial skill missing from agents, 64% of respondents said emotional intelligence and social interaction training are not available to them. Additionally, 59% of organizations fail to offer ongoing coaching and support to help agents adapt to AI-driven workflows. This gap in training and support leads to distrust in AI, with 32% of contact center leaders citing it as a significant issue.

The Big Takeaway: Balance is Key

Ultimately, the most successful contact centers will be those that integrate AI thoughtfully, balancing automation with human expertise. Key strategies for achieving this include:

• Investing in smarter AI analytics to improve AI accuracy and efficiency.

• Prioritizing emotional intelligence training to help agents handle difficult customer conversations.

• Offering coaching and support to help agents adapt to AI-driven workflows.

• Addressing trust and ethical concerns to ensure AI acts as an enabler, not a disruptor.

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.

Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.