65%
Nearly two-thirds of organizations report regularly using generative AI — almost double the share from ten months earlier.
McKinsey Global Survey, State of AI · 2024
AI adoption & generative AI momentum
How fast organizations are actually moving — surveys, forecasts and adoption curves.
View 8 statisticsLast updated: August 2026
How fast organizations are actually moving — surveys, forecasts and adoption curves. Every statistic on this page is attributed to a named source and publication year.
Forecast — a projection published by the source, not a measured result.
50%
Half of companies had adopted AI in at least one business function, according to McKinsey's global survey.
McKinsey Global Survey · 2022
75%
2023Gartner forecast that 75% of businesses would explore generative AI for customer service by the end of 2025.
Gartner · 2023 · Forecast — a projection published by the source, not a measured result.
80%
2023Gartner projected that generative AI would impact 80% of customer service workflows and productivity by 2026.
Gartner · 2023 · Forecast — a projection published by the source, not a measured result.
40%
2024Gartner predicted 40% of enterprise applications would integrate task-specific AI agents by the end of 2025, up from less than 5% in 2024.
Gartner · 2024 · Forecast — a projection published by the source, not a measured result.
100M+
2023Gartner expected more than 100 million knowledge workers to use generative AI copilots by 2026.
Gartner · 2023 · Forecast — a projection published by the source, not a measured result.
68%
68% of CEOs surveyed by IBM said generative AI will have a significant impact on their industries within three years.
IBM CEO Study · 2024
1 in 3
2024Forrester predicted that by 2026, one in three B2B revenue organizations would lose up to 20% of their sales teams to AI.
Forrester Predictions · 2024 · Forecast — a projection published by the source, not a measured result.
Cite this page
Hasan Alzein (2026). AI adoption & generative AI momentum — AI Customer Service & Call Center Statistics 2026. https://hasanalzein.com/en/statistics/ai-adoption
Put these numbers to work in your call center
Request a quote for an AI call center deployment — we'll show you which of these benchmarks your operation can move first.
Primary sources on this page: McKinsey Global Survey, State of AI (2024) · McKinsey Global Survey (2022) · Gartner (2023) · Gartner (2024) · IBM CEO Study (2024) · Forrester Predictions (2024)