NiCE: Customers' AI agents are increasingly calling companies' customer service
In NiCE's survey, a major insurer in Australia is struggling to tell genuine prospects apart as agent traffic rises on its quote and purchase pages.
What's happening
According to CXFocus Magazine, NiCE has released the results of a survey showing that customers' personal AI agents are increasingly reaching companies' customer service. NiCE says the findings also confirm that companies are responding to these agents with their own teams of AI agents.
Behind the number
The survey is based on accounts from more than 118 customer service practitioners at more than 70 organizations.
Whose desk it lands on
The executive responsible for digital channels. How much of the traffic to your quote and purchase pages comes from people, and how much from agents?
Our view
The CX Brief's interpretation, not a claim made by the source.
The first visible effect of agent traffic is muddied visitor numbers: the insurer cannot tell whether someone arriving on the quote page is a genuine prospect or an agent. If measurement and routing rules were written on the assumption that every visitor is human, this uncertainty flows straight into the reports. Meanwhile, in Canada too, plenty of my friends have their agents call the companies they subscribe to and haggle for discounts :) Companies that don't adjust their processes accordingly will one day look up and find 100% of their subscribers in a churn campaign!
Source
Source:NiCE·Sample: More than 118 customer service practitioners and more than 70 organizations
Reported by: CXFocus Magazine·October 30, 2026
Conflict of interest: This is NiCE's own research, not a study by an independent research organization.
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