State of AI in Customer Service 2022

To understand how artificial intelligence (AI) is being used in customer service, we analysed over 43 million anonymised calls on Dialpad and surveyed more than 1,000 CS professionals about their experience with AI.

The report covers:

• What AI capabilities are being underused

• Perceptions and concerns about AI, and if they're valid

• How AI helps contact centres increase efficiency (contact centres actively using Dialpad Ai can handle 2x the number of calls)