Key stat: Almost nine in 10 (86%) US contact center decision-makers are either currently using AI for in-call agent assistance or plan to do so in the next two years, according to January data from ContactBabel and CallMiner.

Beyond the chart:

• Half of contact center decision-makers have no plans to adopt AI voicebots, per ContactBabel and CallMiner.
• 39% of web chats at US contact centers had at least some level of automation (i.e., chatbots/virtual chat agents) last year.

Use this chart: Retailers with contact centers can use this chart to understand that AI automation is about to become table stakes in the customer journey.

Related EMARKETER reports:

• Generative AI Chatbots in Retail (EMARKETER subscription required)
• Generative AI for Personalization in Consumer Banking (EMARKETER subscription required)

Methodology: Data is from the March 2025 ContactBabel report titled "The 2025 US Contact Center Decision-Makers' Guide" commissioned by CallMiner. 192 US contact center managers and directors were surveyed through a detailed structured questionnaire during October 2024-January 2025.