A joint report titled "2025 Global Customer Service Industry Annual Report" released by GlobalConnect and an international consulting firm reveals a set of key data: by the end of 2025, the volume of customer interactions handled independently by AI agents in global call centers is expected to account for 45% of the total, a significant increase from 18% in 2023. The report also points out that while AI excels in improving efficiency, in scenarios involving complex emotions and high-value decisions (such as medical claims and financial investment consulting), human agents still achieve satisfaction scores 28 percentage points higher than AI. The report also analyzes regional differences: the Asia-Pacific region is the fastest in AI adoption, mainly driven by cost pressures and digital infrastructure; while Europe, due to strict data privacy regulations, tends towards a "human-machine collaboration" model. In terms of technology investment, companies are allocating an average of 22% of their customer service budgets to AI capabilities, an increase of 10% from last year. GlobalConnect's CEO stated at the report launch: "2025 is not the year AI replaces humans, but the year AI empowers humans. Companies need to find the balance between efficiency and warmth." The report concludes with a recommendation that companies should focus on investing in AI real-time feedback and agent training systems to maximize the value of human-machine collaboration.