Only 32% of Enterprises Deploy AI QA Tools While 61% Use AI-Assisted Agents
TU•In a global survey of 815 enterprise CX leaders across 12 countries, only 32% use AI-powered quality assurance and coaching tools despite 61% employing AI-assisted human agents in technical support and 60% in onboarding. This infrastructure gap leaves two-thirds of enterprises without automated performance monitoring to validate AI ROI.
1. Survey Scope and AI Adoption
In Q1 2026, a global survey of 815 enterprise CX decision-makers across 12 countries and 19 industries revealed that human agents assisted by AI are the leading approach across six customer-facing functions.
2. Predominant Use of AI-Assisted Agents
AI-assisted human agents lead in technical support (61%), customer retention (61%), onboarding (60%), revenue growth (58%), complaint management (54%) and billing (51%).
3. QA and Coaching Tool Adoption Gap
Only 32% of enterprises use AI-powered quality assurance and coaching tools, leaving two-thirds without automated infrastructure to monitor AI performance and secure ROI on AI investments.
4. Deployment Strategies and Investment Gaps
Enterprises use various CCaaS strategies: 26% rely on native AI features, 22% combine native and third-party tools, 18% integrate external AI solutions, 7% build custom systems in-house and 23% are evaluating options. Planned investments in AI copilots (56% plan vs. 38% current) and knowledge management (51% plan vs. 34% current) highlight persistent infrastructure gaps.
