ScorebuddyCX: AI insights are common in contact centers, but coaching doesn't always follow
In ScorebuddyCX's survey of 600 contact center professionals, 15% of centers that generate AI insights never use them in coaching.
What's happening
According to ScorebuddyCX research reported by Call Centre Helper, AI insights are common in contact centers, but coaching does not always follow. On average, 18% of coaching conversations are prompted by AI insights.
Behind the number
The findings come from the AI Reality Check edition of ScorebuddyCX's QA & CX Intelligence Pulse Report series; the research surveyed 600 contact center professionals.
Whose desk it lands on
The head of the contact center. Which of the problems AI flagged led to a coaching conversation with an agent this month?
Our view
The CX Brief's interpretation, not a claim made by the source.
AI has made generating insights easier; using them to develop an agent is another job entirely. That 15% of the centers generating insights in the survey never use them in coaching shows that return on investment should be measured by the findings that lead to coaching, not by the findings produced.
Source
Source:ScorebuddyCX·Sample: 600 contact center professionals
Reported by: Call Centre Helper·October 27, 2026
Conflict of interest: The research is ScorebuddyCX's own; it is not the work of an independent research organization.
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