According to the newly released "2025 Global Customer Service Industry Report," AI technology has become the core engine of industry transformation. The report, jointly published by the International Customer Service Association (ICCA) and multiple research firms, covers 20 countries and 2,000 enterprises. Key data points include: AI penetration in customer service scenarios jumped from 34% in 2023 to 52% in 2025; 70% of companies plan to increase investment in AI-powered customer service within the next two years; and the average automation rate reaches 45%, though complex issues still require human intervention.
The report highlights that the human-in-the-loop model has become mainstream—AI handles routine inquiries while human agents focus on emotional communication and complex decision-making. Under this model, customer satisfaction has improved by 15%, while costs have dropped by 30%. Additionally, customer experience (CX) has overtaken cost control as the top priority for enterprises, with 68% of surveyed companies listing "improving the customer journey" as their highest priority.
Regional differences are evident: the Asia-Pacific region leads in AI adoption at 58%, while Europe places greater emphasis on compliance. GlobalConnect, with its global deployment capabilities, has helped numerous multinational companies achieve seamless switching between AI and human agents, earning it a spot as a typical vendor in the "future customer service ecosystem" highlighted in the report. Looking ahead to 2026, generative AI (such as conversational AI) will be more deeply integrated into customer service, with an expected 70% full automation rate.