Pack analyst btn         PAC        
 
Report 13 Apr 2026

Improving Contact Center Efficiency Through AI-driven Automation – InBrief Analysis

This report examines how AI-driven automation is beginning to reshape contact center operations beyond earlier waves of scripted automation. It highlights the potential of large language model-based systems to improve efficiency, service quality, and workforce capacity while pointing out that outcomes depend heavily on the surrounding operational environment.

  • Contact centers remain the main interface between organizations and customers; however, inefficiencies such as high agent attrition, inconsistent service quality, and rising interaction volumes continue despite earlier automation efforts.
  • AI-driven automation offers a more structural shift. Rather than relying on scripted deflection, it can orchestrate more complex interactions at scale and, in PAC’s view, has real potential to reduce average handling time, improve first-contact resolution, and rebalance cognitive workload across the workforce.
  • Value realization, however, depends on demanding conditions. Data quality, process clarity, and governance maturity strongly influence outcomes; organizations that overlook these factors often see pilots stall or weaken in production.
  • PAC advises organizations to treat adoption as a gradual build-out of operational capability rather than a one-off transformation project, recognizing that integration effort and change enablement usually account for a large share of total cost.

Recommended advisory: PAC Leadership Session – Agentic AI Adoption – Opportunities and Challenges

 

profile-image
Jennifer Jonat

SHARE :

Related Content

View all reports >

SAP S/4HANA-related Services Worldwide – PAC RADAR (internal use) – 2026

PAC has evaluated leading SAP service providers globally as well as key players in Europe and local markets in France, Germany, and the UK. This ...

Event Date : June 16, 2026

Read more >

Software & IT Services - Market Figures - Brazil

This Excel document delivers market figures broken down by products and services. Figures cover a seven-year time frame (results from the past two ...

Event Date : January 21, 2026

Read more >

Telefonica - Vendor Profile - Worldwide

Telefónica in 2026 shifts to a simpler portfolio focused on Spain, Brazil, Germany, the UK, Telefónica Tech and Telefónica Infra, aiming to ...

Event Date : August 14, 2026

Read more >

Cloud Platforms by Segments - Market Figures - Worldwide by Countries

This document provides market volumes, growth rates and forecasts for the worldwide Public and Hosted Private Cloud market for the 2022-2028 period.

Event Date : February 19, 2024

Read more >

Sovereign Cloud in Europe – Part 2: Vendor Landscape – InSight Analysis

This report is part 2 of two reports on sovereign cloud in Europe. It presents the current vendor landscape, providing concrete examples of the ...

Event Date : June 13, 2024

Read more >

Latest Publications report

View latest publications Reports >

Free reports & webinars

View All Free Reports & Webinars >