The State of Contact Center AI 2026
Budgets are up. Perception hasn’t caught up. Here’s the reality check.
Contact center leaders are no longer asking if they should invest in AI – only where, and how much. Budgets are rising, agents are responding well, and most leaders now believe their function delivers measurable business value.
In our latest State of Contact Center AI report, we surveyed 602 contact center and CX professionals across 17 countries to find out where AI investment is actually paying off, where it’s falling short, and what it takes to move from running a contact center to operating one that drives real business value.
Download the report to learn:
- Why 87% of leaders are increasing their customer-facing AI spend – and exactly where the budget is going
- What leaders rank as their top priorities for both human agents and AI agents in 2026
- The single blocker keeping roughly 4 in 10 contact centers stuck as cost centers
Get your copy to see how the highest-performing contact centers are closing the gap between AI investment and AI impact.
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Discover the trends defining the future of contact center AI
The Investment Surge
87% of contact center leaders are increasing spend on agent assist AI, part of a broader surge across every category of AI investment.
The Perception Gap
38% of consumers don’t believe AI has improved their service experience – even as budgets climb.
The Value Shift
62% of leaders now view the contact center as a value center, where its value outweighs the cost to operate it.
Turn insight into action
See how the leading contact centers are unifying customer data to turn AI spend into measurable business value – and what it takes to make the leap from cost center to value center.