Planned GenAI investment areas in customer care U.S. 2024

Published by Statista Research Department, Jun 23, 2025

In 2024, the most popular planned area of generative artificial intelligence investment (GenAI) in the United States when it came to customer care was ***********************************. ** percent of customer care leaders stated this as their answer. The second-most popular response was planned investment in customer intelligence from conversations. 

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Planned generative artificial intelligence (GenAI) investment by customer care leaders in the United States in 2024

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Release date

March 2024

Region

North America, United States

Survey time period

2024

Number of respondents

348 customer care leaders

Supplementary notes

Respondents were asked: "Where are you most eager to unlock generative AI capabilities in your care operations?"

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AI use at contact centersCall center services industry in the U.S.Artificial intelligence (AI) worldwideGenerative artificial intelligence (AI)Generative artificial intelligence (AI) in business
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