B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
38%
38% -- average call handling time reduction for call centre AI automation (2025)
IBM reports a 38% reduction in average call handling times when automation handles initial triage and information capture.
- Reported by IBM when automation handles initial triage and information capture
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
38%
Unit
Percentage
Data Vintage
2025
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://nexalab.io/blog/call-center-automation-ai/ ↗
Source Article
What Is Call Centre Automation AI? How It Works, What It Does, And Where It Breaks
Call centre automation AI is the use of AI, rules, and system integrations to handle, assist, route, or complete customer service work across calls, chat, messaging, and follow-up tasks.
For Australian SMEs, that usually matters long before anyone is trying to build a futuristic contact centre.
The …
Original Research
IBM
· Original study ↗
Methodology
Reported by IBM per article citation; secondary source (nexalab.io blog)
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
call centre AI automation: 38% average call handling time reduction. Source: IBM (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/call-handling-time-reduction-ibm
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<blockquote cite="https://lighthousedata.io/data/call-handling-time-reduction-ibm" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>38%</strong> -- average call handling time reduction for call centre AI automation<br><small>Source: IBM (2025) · <a href="https://lighthousedata.io/data/call-handling-time-reduction-ibm" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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