2025对话式智能报告：联络中心趋势与客户期望-立足数据实证 摒弃主观臆断

The State of ContactCenters Today It starts the same way every time. A frustrated customer stuck on hold, waiting for anagent to solve a problem that shouldn’t exist in the first place. Your contact center is flooded with calls like these—repeat complaints, preventableissues, and friction points that could have been resolved long before a customer everpicked up the phone. And the worst part? These calls aren’t just frustrating for customers;they’re expensive. Every unnecessary conversation chips away at margins, burns outagents, and creates a customer experience (CX) death spiral where reactivity takespriority over real improvement. And yet, the insights you need to fix this cycle and cut costs are already there—hiddenin the very conversations clogging your queues. In this report, we explore the latestconsumer trends affecting contact center interactions and the biggest opportunities tomeet customers where they are while maximising contact center efficiencies andreducing costs at the same time. We Asked Your CustomersTheir Conversation Preferences,So You Don’t Have To Consumer Expectations, Business Response and TheUrgent Need for Transformation AI-driven interactions. The surveysample reflects a balanced genderdistribution (51% female, 49% male)and includes a wide age range, with thelargest groups being 45-54 (18%) and55-64 (17%). The research focused This report is based on a comprehen-sive survey conducted with 1,215census-representative consumers,gathering insights on their customerservice expectations, preferred supportchannels, and attitudes toward on identifying key friction points incustomer interactions, the role of AIin service delivery, and the evolvingexpectations of modern consumers. What’s your preferred channel for resolving product orservice issues with a brand you’ve purchase from? After you contact a brand with an issue, how quicklydo you expect them to respond? Thinking about the last time you had an issue with a product orservice you purchased, which of the following statements is true: 9% When researching a new product or service, what is your preferred channelfor finding information about a brand’s offering? Now Let’s Turn InsightsInto Actions Contact centers are at an inflection point—balancing operational efficiency withcustomer expectations has never been more challenging. The main challenge for service organizations is balancing two conflicting demands.On one hand, they must do more with less—cutting costs and improvingoperational efficiency. On the other hand,consumers demand a seamless andimmediate resolution. Adding to the complexities contact center leaders face is a third dimension. Contactcenter operations are often disjointed from the rest of the organization and serveprimarily as a mechanism to capture and resolve inboundfailure demand—custom-er inquiries driven by a failure somewhere else in the business (e.g., unclear billing,broken self-service options, or product issues). Rather than adding value, thesecontacts exist only because something has gone wrong. Whilst opportunities exist to prevent failure demand at its source, contact cen-ter leaders often lack the necessary insights to influence decision-making acrossdepartments. This disconnect creates the perfect storm—soaring and unpredictableconsumer demand for immediate support, combined with unrealistic performanceexpectations placed on contact centers by the wider organization. CONSUMERS’ EXPECTATIONSAND CHANNEL PREFERENCES HOW SERVICE ORGANIZATIONSARE CURRENTLY RESPONDING Investing in Conversation Intelligence: Rapid and seamless resolutions: 61% of consumersexpect their issue to be resolved onthe first contact—or they’ll switch to another brand. Service organizations are experimenting with newtechnology and spending additional time andresources on understanding when and why issuesare not being resolved in interactions, and usingthose insights for agent training and driving crossfunctional projects to prevent future calls. 41% expect a responsewithin an hour or less. AmongstGen Z consumers,48% expect responses withinminutes, whereas older generations (55+) are morewilling towait up to a daybefore frustration sets in. Deploying more and more digital channelsto deflect expensive interactions: Channel preferences are widespreadand changing: 80% 54% of service organizations expected to use someform of AI by 2026—Brands are racing to implementAI-driven solutions—chatbots, virtual agents,automated workflows—without thinking through theexperience. still prefer calling the contact centerfor issueresolution, despite the rise of digital channels. 53%use email, and 51% visit the websitefor support,but automated chatbots (23%) and social mediaDMs (16%) rank lowest in preference. External factors drive inbound call volume, whichremains steady or grows despite agent performance. The result is that contact centers are still floodedwith preventable calls, customers are stuck infrustrating loops,