In April 2025, the International Customer Service Association (ICMI) and Deloitte jointly released the Global Customer Service Annual Report. Based on a survey of 1,200 enterprises across 32 countries, the report reveals two core trends:
First, AI penetration has reached an all-time high. 71% of enterprises have deployed AI in their customer service processes, primarily for self-service (85%), intelligent routing (68%), and quality assurance (62%). However, the report also points out that pure AI models can only resolve about 40% of complex issues—cases involving emotional empathy, cross-system coordination, or ethical judgment still require human intervention.
Second, 'human-machine collaboration' has emerged as the best practice. The report found that enterprises using a hybrid model of 'AI initial screening + human deep service' achieved customer retention rates (CRR) 22% higher than those using either pure human or pure AI models. For example, a US telecommunications company had AI handle 80% of routine inquiries (such as billing questions) while routing high-value complaints (like plan disputes) to senior agents, resulting in a 15% increase in customer lifetime value (CLV).
GlobalConnect's 'Intelligent Fusion Center' solution is built on this very concept. By using AI to analyze customer intent and emotions in real time, it automatically matches the best service resource (AI or human) and dynamically adjusts the workflow. In 2024, this solution helped a global retailer boost customer satisfaction to an industry-leading 94%.
Industry Insight: In 2025, the deciding factor in the customer service industry is not about 'replacing humans with AI,' but 'empowering humans with AI.'