Sprinklr：2025年联络中心剧本：AI优先经验的时代报告（英文版）

It’s true. 38% of millennial and Gen Z consumers say they want a self-service option, or they’d rather not interact with a brand at all. On the other hand, 83% of contact center leaders believe self-service can meet 20 to 40% of their contact center demand but in reality only 12% of the volume is contained by self-service. This study by Gartner, shows the wide gap between customer expectation and business implementation. There is huge potential for leaders to invest in AI-powered self-service th