After a Decade of Growth, Global Call Center Employment Is Shrinking
Caelan Wilkie-Rogers · Revelio Labs · 6 Oct 2026 · not peer-reviewed
01 · The key finding
48%
of surveyed US employees admit at least occasionally exaggerating AI use or knowledge
Reported AI use can be exaggerated
48% of 1,000 surveyed US employees said they had at least occasionally exaggerated their AI use or knowledge.
02 · The study
Exaggerated claims about AI use or knowledge
48%of surveyed US employees admit at least occasionally exaggerating AI use or knowledge
The figure describes respondents’ claims, not observed use.
Employee survey; self-reported.
03 · What we take from it
Ask about concrete tasks and review their results. Do not assess teams on reported AI use alone.
What does this mean for your company? Book a conversation ↗
Sources
AI Usage at Work: Performative AI Stems from Lack of Confidence in Leaders
Visier Research; Andrea Derler · Visier · 23 Sept 2026 · not peer-reviewed
Co-op Legal Services Uses AI to Score Every Customer Call
Robert Booth · The Guardian · 8 Oct 2026 · not peer-reviewed