According to UJET’s latest survey, 60% of contact centre AI deployments fall into the “low maturity” category. The study showed that low-maturity implementations focus mainly on cost control and efficiency rather than fully leveraging AI’s potential to enhance customer experiences and drive business value. This approach contributes to stagnation in problem-solving and fails to address persistent contact centre challenges, such as long wait times, high agent turnover, and employee burnout.
“This new data shows that more mature AI deployments emphasizing customer experience, revenue growth, and business insights correlate directly to better business outcomes. UJET’s new AI Maturity Benchmark Report helps leaders to strategically assess their AI maturity, and provides a roadmap for practical, phased AI deployments that deliver better overall contact center performance,” said Vasili Triant, Co-CEO of UJET.
Even though three-quarters of contact centres plan to increase AI investment over the next year, only 10% have achieved high maturity in their AI programs.
Additionally, low-maturity AI deployments commonly rely on basic chatbots and simple routing tools. Almost half use AI for self-service chat (47%), call performance analytics (39%), and inquiry routing (38%). This lack of AI sophistication is evident, as 45% of contact centres lack insight into whether customers’ issues were resolved at the first point of contact, reducing overall customer satisfaction.
The improvements are clear in high-maturity contact centres. Companies report enhanced performance across critical KPIs, with notable boosts in upsell and cross-sell rates (68%), a reduction in customer acquisition costs (66%), and increased revenue per interaction (64%). Moreover, 59% of high-maturity companies see improved outcomes from AI-driven customer interactions compared to 44% of low-maturity centres.
As contact centres continue to deal with workforce issues, 58% report high agent turnover and over half retained less than half of their agents in the last year, higher AI maturity could serve as a powerful tool to alleviate these pressures.