USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
Early Use Cases are Encouraging and Helping to Drive GenAI Adoption Across Europe
30-Jul-2024
Europe
Market Research
KA48-01-00-00-00
IT_2024_896
The emergence of generative AI (GenAI) has sparked intense global interest in AI and how it can help improve customer experience (CX). Several factors drive interest in GenAI, including its positive impact on making conversational AI faster and smarter, enabling critical applications, including personalization at scale, improved self-service capability, enhanced agent assist or co-pilot functionality, and deeper data insights on massive data sets.
This analysis explores early use cases of GenAI technology on CX across European companies. Early indications from these use cases are encouraging greater adoption of GenAI in the region. Europe is leading other regions, with 71% of respondents indicating some use of GenAI today, compared to 65% globally and 69% in the United States. By 2025, 94% of European respondents predict some form of GenAI technology adoption.
While the use of AI for speech analytics and voice/biometrics authentication is lower in Europe compared to global adoption trends, sentiment analysis adoption is slightly higher.
Companies highlighted in this analysis that adopt GenAI see significant efficiency gains, cost savings, and improved productivity, encouraging widespread adoption of GenAI. The adoption of GenAI technology in early use cases is primarily for quality monitoring, agent-assist, speech-to-text transcription and summarization, and intelligent voicebots.
Author: Bernardin Arnason
Key Features
GenAI Impact on CX
GenAI stands to build upon and improve many CX and contact center conversational AI and other applications.
GenAI: Key Capabilities
- Human-like conversational support
- Analysis and distillation of massive datasets
- Summarization
- New content creation (text/voice/video) based on prompts
- Conversion of languages/formats
- Computer vision
Key Applications Impact
- Higher-functioning chatbots/intelligent virtual agents (IVAs)
- Agent/supervisor/admin assistants/co-pilots
- More value creation and extraction from knowledge management (KM)
- Superior agent coaching/quality assurance (QA) and quality management (QM) options
- Personalization at scale
- Faster language translation
- Immediate engagement summarizations
- Deeper analytics/business intelligence (BI)
Research Highlights
Key Takeaways from Contact Center AI Technology Adoption Data
- Among AI-enabled technologies, adoption of speech analytics and voice/biometrics authentication is lower in Europe compared to global adoption trends. Sentiment analysis adoption is slightly higher in Europe.
- Supporting Europe’s many languages with AI-powered speech analytics is challenging, helping explain the region’s slower technology adoption.
- Given Europe’s stringent security requirements, including sovereign clouds, the AI EU Act, and GDPR, slower adoption of AI-powered voice/biometrics authentication is expected.
Key Takeaways from Inteligent Virtual Assistant (IVA) Adoption Data
- IVA adoption in Europe is on par with other global regions, with IVA chatbot adoption slightly ahead of voicebots.
- IVA adoption in Europe is on par with the global average, indicating growing acceptance of AI-powered chat and voice bots.
- As its intelligence continues to improve, customer-facing GenAI-powered IVAs are the next step in bot evolution, with trials underway in Europe.
Key Takeaways from Contact Center GenAI Adoption Data
- Europe is leading other regions globally, with 71% of respondents indicating some use of GenAI today. By 2025, 94% of European respondents predict some form of GenAI technology adoption.
- European-based contact centers are embracing GenAI. Use cases include transcription, interaction summarization, quality monitoring, and IVAs. This study features 4 active use cases.
- The rapid pace of GenAI innovation will quickly expand use cases in Europe and globally.
Key Takeaways from AI Trends in CX Data
- Key contact center use cases for GenAI include agent assist/co-pilot and quality assurance and monitoring, which are promising for achieving agent performance, coaching, and training goals.
- Vastly improved analytics is an early and proven GenAI use case. However, awareness of this capability is more sluggish across Europe.
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top 3 Strategic Imperatives on the GenAI for CX Industry
Growth Opportunities Fuel the Growth Pipeline Engine™
GenAI Impact on CX
AI Technology Adoption
Key Takeaways from Contact Center AI Technology Adoption Data
Intelligent Virtual Assistant (IVA) Adoption
Key Takeaways from IVA Adoption Data
GenAI in CX Deployment Trends
Key Takeaways from Contact Center GenAI Adoption Data
Expectations for Key Areas of Improvement from GenAI
Key Takeaways from AI Trends in CX Data
Early European Use Cases for GenAI in CX—Culligan Voicemail Case Study
Early European Use Cases for GenAI in CX—Pogust Goodhead Agent Assist Case Study
Early European Use Cases for GenAI in CX—Major European Auto Manufacturer Intelligent Voice Bot Case Study
Early European Use Cases for GenAI in CX—Amicio QM Case Study
Growth Drivers
Growth Restraints
Growth Opportunity 1: Advanced Analytics
Growth Opportunity 1: Advanced Analytics (continued)
Growth Opportunity 2: Knowledge Management (KM) Performance
Growth Opportunity 2: Knowledge Management (KM) Performance (continued)
Growth Opportunity 3: Language Translation at Scale
Growth Opportunity 3: Language Translation at Scale (continued)
List of Exhibits
Legal Disclaimer
List of Figures
- Generative AI for CX: Growth Drivers, Europe, 2024–2032
- Generative AI for CX: Growth Restraints, Europe, 2024–2032
Speak directly with our analytics experts for tailored recommendations.
Recent related Contact Centers research
10 Sep 2026 | Global | Market Research
From Risk to Advantage
This analyst insight examines the market forces driving AI adoption in CX management and explains why governance must evolve alongside automation. It outlines the operational and compliance risks of poorly governed AI, identifies the core pillars of effective governance, and provides a practical roa...
09 Sep 2026 | Global | Technology Research
Unified Cloud Control: The Emergence of Intelligent Multi-Cloud Management Platforms, 2026-2030
This report emerges as the evolution of an integrated cloud manipulation management system as complementary technology for employer cloud manipulation management systems to enable businesses to manage increasingly distributed workloads in public, private, hybrid, edge, and sovereign clouds in one ma...
02 Sep 2026 | Global | Market Research
CX Unfiltered: Industry Trends Redefining Customer Obsession
This report examines the transformation of the Customer Experience (CX) Management and Business Process Outsourcing (BPO) industry as artificial intelligence (AI), automation, and evolving enterprise expectations re-shape traditional service delivery models. Drawing on insights from Frost & Sullivan...
03 Aug 2026 | Asia Pacific | Frost Radar
Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2026
Customer experience (CX) platforms serve as the operational and intelligence layer through which organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint. As contact centers evolve beyond traditional voice interactions to include digital ...
17 Jul 2026 | Latin America | Frost Radar
Frost Radar™: Customer Experience Platforms in Latin America, 2026
Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized customer experiences. Frost & Sullivan research on this industry includes close ...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| Deliverable Type | Market Research |
|---|---|
| Author | Bernardin Arnason |
| Industries | Information Technology |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | Generative Ai |
| Keyword 2 | Customer Experience |
| Keyword 3 | Ai Use Cases |
| List of Charts and Figures | Generative AI for CX: Growth Drivers, Europe, 2024–2032~ Generative AI for CX: Growth Restraints, Europe, 2024–2032~ |
| Podcast | No |
| WIP Number | KA48-01-00-00-00 |
Exploring European Use Cases for Generative AI in CX
$2,450.00
Special Price $2,082.50 save 15 %