While popular use cases for AI in customer service revolve around improving customer engagement, contact centers are steadily adopting AI to build operational efficiencies to improve customer and agent experiences. Contact centers use AI to help agents draft responses in text channels like email and chat, enable copilot-like support, and summarize customer interactions. AI is also disrupting how contact centers streamline knowledge management, with enhanced conversation analytics and faster creation of knowledge and training materials paving the way for more nuanced AI applications within the contact center. This is a snapshot of Forrester’s data on the use of AI in contact centers.