Failed Manual Processes

Despite wide adoption of AI and automation, contact centers still rely too much on manual processes – making it impossible to achieve complete visibility or accelerate critical workflows. Just 16% of respondents analyze every agent-customer interaction, meaning they have only partial visibility into business-critical factors. Two in three (67%) still use manual processes to analyze interactions, whether exclusively or in combination with AI. One in five (21%) contact centers rely solely on completely manual processes for interaction transcription and analysis.