B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
$14
$14 -- cost per human agent contact for customer service human agent contacts (2025)
Gartner's customer service benchmarking data indicates the median cost per contact when a human agent is involved is USD 13.50.
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Lighthouse Research Team
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Source verified
Evidence graded
Value
$14
Unit
Currency Usd
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
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Gartner
Primary
Tier B
https://twixor.ai/blog/how-ai-agents-work/ ↗
Source Article
How AI Voice Agents Work: Everything You Need to Know
AI voice agents hear what’s being said, understand what the caller wants, decide how to answer, and reply with natural-sounding speech, all in real time. They work on four major technologies: Automatic Speech Recognition, Natural Language Understanding, Decision Engine, and Text-to-Speech Synthesis.…
Original Research
Gartner
· Original study ↗
Methodology
Gartner customer service benchmarking data
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
customer service human agent contacts: $14 cost per human agent contact. Source: Gartner (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/human-agent-contact-cost-benchmark
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<blockquote cite="https://lighthousedata.io/data/human-agent-contact-cost-benchmark" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>$14</strong> -- cost per human agent contact for customer service human agent contacts<br><small>Source: Gartner (2025) · <a href="https://lighthousedata.io/data/human-agent-contact-cost-benchmark" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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