B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Aging
24%
24% -- ai ml adoption rate for UK contact centres (2024)
On average, 24% of UK contact centres already use AI/ML according to ContactBabel data.
- on average across all verticals
- can be as high as 50% in some verticals
Attribution:
View source
Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
24%
Unit
Percentage
Data Vintage
2024
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
ContactBabel
Primary
Tier B
https://odigo.com/blog/design-exceptional-customer-journeys-with-ai-orchestration/ ↗
Source Article
AI orchestration optimises your bots and customer journeys
Despite the arrival of digital channels, customers are loyal to the telephone, and it remains the primary contact channel. According to a 2024 ContactBabel report 64.1% of inbound interactions are to a live agent.
While the voice channel may be seen as ‘traditional’, it’s increasingly being enhanced…
Original Research
ContactBabel
· Original study ↗
Methodology
ContactBabel survey data; up to 50% in some verticals
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
UK contact centres: 24% ai ml adoption rate. Source: ContactBabel (2024). Via Lighthouse Intelligence -- https://lighthousedata.io/data/uk-contact-centres-ai-adoption-2024
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<blockquote cite="https://lighthousedata.io/data/uk-contact-centres-ai-adoption-2024" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>24%</strong> -- ai ml adoption rate for UK contact centres<br><small>Source: ContactBabel (2024) · <a href="https://lighthousedata.io/data/uk-contact-centres-ai-adoption-2024" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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