Customer support teams face high ticket volumes and constant communication demands, leading to burnout; 62% of agents feel pressured by the expectation to always be connected. Despite AI's potential to alleviate some of this burden, adoption is low, with only 68% using it. Barriers include lack of resources, privacy concerns, and preference for human interaction. AI can enhance agent communication, productivity, and brand compliance, but customer support tools must evolve to meet growing demands.
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