# Contact Centers With AI-Assisted Agents vs. Those Without

> Aberdeen’s 2020 survey of 307 contact-center leaders compared organizations using AI capabilities with non-users and found faster year-over-year improvement across customer and operating measures. AI users posted 3.5x greater improvement in customer satisfaction, 2.3x in first-contact resolution, 2.4x in agent productivity and 11.5x in average cost per customer contact. The research connects that gap to real-time analysis and contextual agent guidance, while the comparison remains an observed association rather than a randomized trial.

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Last updated: 2026-09-23