AI-powered solutions are becoming more prevalent in contact centers, as the following statistics show. Apart from self-service implementation, AI assistance for human agents Currently, the most common use case is the note-taking stage during and after a call.
95% of companies run at least one AI or automation tool
According to information from May 2026 Valoir Reportmore than 95% of organizations are running at least one AI or automation function. AI agents lead all categories at 61%, followed by co-pilots at 55%, knowledge search at 54%, traditional chatbots at 50%, and automated summaries at 48%. The Valoir report states that organizations are not choosing a single technology. Instead, companies often layer multiple functions simultaneously before the underlying data infrastructure can reliably support them.
21% of US contact centers use Agent Assist
According to Contact Babel Research According to a study released in January, 21% of U.S. contact centers use agent assistance or co-pilots. More than 7 in 10 people plan to use this type of generative AI within the next two years. 27% of respondents said they currently use AI to take notes and outline calls, and 57% said they plan to implement this use case within two years. Nearly 50% of respondents currently use an AI-powered chatbot, and 41% plan to deploy one within the next two years. Please note that “chatbot” here does not necessarily mean that you are working with an LLM.
35% of CX decision makers say AI is only used to support agents
recent Cavell’s research revealed 35% of contact center and CX decision makers say AI is only used to support agents with summaries, guidance, suggested responses, and more. Just over 4 in 10 respondents said that AI handles simple customer interactions and escalates to human agents when necessary. Only about 11% said AI resolves a significant portion of end-to-end customer interactions autonomously. Almost a quarter of respondents said their organization is currently deploying AI-driven voice agents at scale. Cavell defined these as conversational voice AI that can handle customer interactions beyond basic IVR.
38% of CX leaders say agent assistance is a top use case for AI
recent Five9 CX Report We found that 9 out of 10 organizations are piloting AI use cases or have already implemented one or more AI use cases. AI assists human agents with agent assistance such as real-time guidance and knowledge surfacing (38%), as well as post-call tasks such as summarizing and note-taking (38%).
46% will increase human oversight of AI
A recent Laivly report found that real-time agent guidance and coaching was one of the top five AI investment areas cited by surveyed CX leaders. Other areas include automated administrative tasks, customer-facing chatbots, voice agents, and agent task execution. Almost one-third cite human orchestration as a success factor for modern AI deployments. Of these companies, 46% said they are focused on further increasing human oversight over the next 12 months.
