NiCE Unveils The Agentic AI CX Frontline Report, Delivering First Quantifiable Evidence of AI-First Customer Experience at Scale in the contact centre
NiCE Unveils The Agentic AI CX Frontline Report, Delivering First Quantifiable Evidence of AI-First Customer Experience at Scale
New research reveals how enterprises are moving beyond scripted automation to outcome-driven Agentic AI, achieving 3x faster deployments, 80%+ containment rates, and double-digit CSAT improvements
NiCE haveannounced the release of The Agentic AI CX Frontline, a new research report that provides the industry’s first data-backed look at how large enterprises are deploying Agentic AI in production and realizing measurable business outcomes, including double-digit reductions in cost per contact, containment rates exceeding 80%, and CSAT gains of up to 20%. Based on research with global organisations across industries already running Agentic AI at scale, the report provides concrete evidence of how AI-first customer experience is delivering real-world results today.
As customer experience leaders face rising costs, labor constraints, and increasing customer expectations, the report shows how enterprises are shifting from scripted automation and narrow use cases to goal-driven, autonomous AI systems that can reason, adapt, and act across complex customer journeys.
Philipp Heltewig, Chief AI Officer, NiCE, said,
“This report reflects what we’re already seeing in the real world,”
“NiCE has already deployed Agentic AI at scale across large enterprise customers, supporting millions of interactions in live production environments with measurable improvements in speed, cost, and customer satisfaction. The Agentic AI CX Frontline report captures and benchmarks that reality — moving the conversation from AI potential to AI proven.”
From experimentation to execution
Unlike prior CX research focused on pilots or aspirational roadmaps, The Agentic AI CX Frontline is grounded in live enterprise deployments. The report includes early performance benchmarks across key operational and experience metrics, including cost per contact, containment rates, and customer satisfaction, offering a clear view into how AI-first CX strategies are reshaping the economics of service.
Key findings from the report include:
– Deployment cycles up to 3x faster, with some enterprises achieving production rollout in weeks rather than months
– Double-digit reductions in cost per contact, driven by goal-based AI resolution instead of scripted automation
– Containment rates exceeding 80% for tier-one inquiries, significantly reducing reliance on human agents for routine interactions
– CSAT improvements of up to 20%, as AI dynamically adapts to intent, context, and sentiment
– A measurable shift in workforce models, with human agents moving from task execution to higher-value judgment, oversight, and orchestration roles
The report also introduces a strategic framework to help enterprises assess readiness, define adoption stages, and scale Agentic AI responsibly across the contact centre.
Setting a new benchmark for AI-first CX
“Agentic AI is not a chatbot upgrade. It is a new operating model for customer experience,” Heltewig added. “The organizations highlighted in this research are not waiting for the future. They are building it, and they are outperforming as a result.”
The Agentic AI CX Frontline is designed for contact centre, technology, and innovation leaders seeking practical guidance and validated benchmarks as they move toward AI-first service models. The report is available here.
For additional information on The Agentic AI CX Frontline Report Click Here
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