B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
31%
31% -- average handling time reduction for Companies using AI voice assistants for customer support (2026)
Companies using AI voice assistants for customer support experienced a 31% drop in average handling time.
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Lighthouse Research Team
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Source verified
Evidence graded
Value
31%
Unit
Percentage
Data Vintage
2026
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
IBM
Primary
Tier C
https://www.squadstack.ai/voicebot/ai-is-transforming-the-bpo-industry ↗
Source Article
How AI is Transforming the BPO Industry in 2026
The BPO sector is facing a significant change, and AI is one of the main reasons. In the past, BPOs relied heavily on large teams of human agents to perform repetitive, routine tasks. But as we move through 2026, AI-based Voice Agents have evolved as a powerful tool that enables faster, more innovat…
Original Research
IBM
· Original study ↗
Methodology
Cited '2026 IBM study'
Methodology documented
Segmentation
Industrymarketing
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Plain Text
Companies using AI voice assistants for customer support: 31% average handling time reduction. Source: IBM (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/ai-voice-aht-drop-2026
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<blockquote cite="https://lighthousedata.io/data/ai-voice-aht-drop-2026" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>31%</strong> -- average handling time reduction for Companies using AI voice assistants for customer support<br><small>Source: IBM (2026) · <a href="https://lighthousedata.io/data/ai-voice-aht-drop-2026" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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