In March 2025, GlobalConnect, in partnership with an industry research firm, released the 2025 Global Customer Service Annual Report. Based on a survey of 500 large enterprises worldwide, the report highlights three core trends.
First, AI penetration has crossed a critical threshold. The report shows that 62% of enterprises have deployed AI at scale in their customer service processes, nearly tripling from 22% in 2022. Among these, AI chatbots handle over 45% of initial customer interactions, but complex issues still require escalation to human agents, with an average transfer rate of approximately 30%.
Second, the "human-machine collaboration" model has become mainstream. The report finds that the most efficient contact centers are not fully automated, but instead adopt a hybrid model of "AI pre-screening — human processing — AI assistance." Agents in these enterprises handle an average of 120 tickets per day, 2.5 times the volume of pure human models. One multinational electronics company on the GlobalConnect platform, leveraging AI for real-time script recommendations and knowledge base access, reduced the time for new agents to reach proficiency from six months to just two weeks.
Third, customer experience metrics are being redefined. Traditional metrics such as "answer rate" and "average handling time" are no longer sufficient. The report recommends that enterprises focus on "Customer Effort Score" and "Emotional Consistency Index." Among GlobalConnect’s clients, companies that use real-time sentiment analysis report an average Net Promoter Score (NPS) 18 percentage points higher than the industry benchmark.
The report predicts that by 2027, AI will handle 80% of customer service interactions, but the human role will shift toward emotional resonance, complex decision-making, and brand value delivery. The future of customer service is not "machines replacing people," but "people who understand AI replacing those who do not."