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AI won’t replace call center agents (it’ll make them better)
AI won’t replace call center agents (it’ll make them better)
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Gartner predicts that artificial intelligence (AI) will autonomously resolve 80% of customer service issues without any human intervention as early as 2029.
That stat alone is enough to spike the cortisol levels of both call center agents and customer service leaders — and it’s easy to feel like all of those “The robots are coming to steal your job!’ scare tactics might actually have some truth to them.
So, let’s answer the burning question: Will AI replace human agents in your contact center? And when the rise of AI shows no signs of slowing down, what can we all realistically expect for the future of call centers (and the human agents who work in them)?
Understanding the evolving role of AI in call centers
AI technology isn’t exactly new and novel in customer support or the call center industry. According to McKinsey, contact centers were early adopters of generative AI.
Looking back, call center AI got its start with stiff and robotic chatbots, clunky phone systems, and rule-based automations focused on basic or routine tasks. While cutting-edge at the time, that antiquated technology is more of a source of frustration than fascination today.
Fortunately, there’s been no shortage of advancements in AI solutions, meaning AI tools have gained traction across all different areas of call center operations. That means there are seemingly endless use cases for AI in the modern contact center, including:
- AI-powered chatbots that automatically respond to routine inquiries and FAQs (and sound like a real human when doing so)
- Interactive voice response (IVR) systems that use conversational AI and natural language processing (NLP) to understand the nuances of customer queries and automate call routing
- AI-powered scheduling that analyzes historical data and real-time demand to help you make smarter staffing decisions
- Predictive analytics to anticipate customer needs and proactively offer solutions or recommendations
- Detailed customer data to build a deeper understanding and improve customer interactions
- Agent assist tools that pre-draft responses, suggest relevant knowledge base articles, or provide helpful hints in real-time
- Automated transcription and sentiment analysis to evaluate customer interactions
- Workflow automation to trigger follow-up actions or even handle complex resolutions
Put simply, AI helps your contact center agents become more efficient and effective while also improving the customer experience. So, it comes as little surprise that it continues to gain steam.
Can AI truly replace call center agents?
Let’s just say it: While they’re not perfect, AI systems are already unbelievably smart. Their capabilities already extend way beyond repetitive tasks and basic customer inquiries, with modern solutions capable of handling complex issues and delivering dynamic interactions.
So, it begs the question: Are the dreaded bots really coming to steal all of the call center jobs?
Here’s the short answer: nope. It’s not time to panic yet. While the impact of AI on the modern contact center is undeniable, it’s unlikely to entirely replace support agents anytime soon. Why? It all comes down to these two words: human touch.
Despite all of the hype around AI, your customers are real humans — and that means they have a strong appetite for human interaction with your contact center agents. The data and research don’t lie:
- An alarming 64% of customers say they’d prefer that companies didn’t use AI for customer service.
- 52% of customers feel frustrated when a company only has automated communications with no option for human interaction.
- 88% of customers say they prefer speaking to live, human agents instead of navigating a phone menu.
Even with all of the improvements, AI agents and virtual assistants can’t quite mimic the emotional intelligence and personal touch of a human agent. And, in contact centers, customer satisfaction and the customer experience reign supreme. So, if customers still want or need a human call center? Well, then the humans probably won’t disappear anytime soon.
Looking to the future: Blending the empathy of human agents with the efficiency of AI
That’s not to say AI doesn’t have a place in the modern contact center. It’s an undeniably valuable tool for managing high call volumes, reducing wait times, providing more self-service options, and equipping agents with the data and resources they need to be as helpful and effective as possible.
To boil it down, AI in call centers is about supporting human agents — not substituting for them.
AI tools and human agents are often pitted against each other in an “either/or” sort of battle. But, in reality, the two should work together. Here are a few examples that show how.
1. Empowering agents with information
An AI assistant acts as a real-time copilot for your agents, surfacing the right information exactly when they need it. Rather than digging through endless tabs or knowledge base articles mid-call, agents get suggested answers, relevant help docs, or even pre-drafted responses — all in the moment.
An impressive 65% of agents say they want real-time help from AI during their customer interactions. And, among companies that don’t use generative AI, 81% of agents said they were overwhelmed by the information available to them during calls.
This is a great example of AI making your agents’ lives easier — without fueling fears that they’ll be replaced.
2. Improving and personalizing customer interactions
While customers might still crave the human touch, they understand that AI will likely play a role in their interactions. In one survey, almost half of the customers who would prefer to speak to a live person said they’re comfortable if the agent used AI to improve the interaction.
From using sentiment analysis to guide tone to pulling in past interactions or purchase history, AI gives agents a deeper understanding of each customer they’re helping.
In short, an ideal support experience doesn’t rely on just humans or machines — it’s both, working in sync.
3. Making smarter scheduling and staffing decisions
AI can also work in the background of your contact center operations to help you make more data-informed decisions.
By analyzing historical trends, peak hours, and agent performance, AI can predict your call volumes and help you staff accordingly. That means less guesswork, fewer overworked agents, and better coverage (even during your busiest times).
4 key features to prioritize in AI solutions
AI isn’t going anywhere — it’s only going to dig its roots even deeper into contact centers. Teams that refuse to adapt risk being left behind.
That means you’ll need to jump on the AI bandwagon eventually (if you haven’t already). So, when you’re ready, here are four important features to keep an eye out for when choosing AI for customer support:
1. Omnichannel automation
Recent research shows that a smooth omnichannel experience is non-negotiable for customers. 86% of consumers say they expect conversations with agents to move seamlessly between channels, whether they reach out via email, chat, phone, or social media.
Look for AI tools that preserve context and customer history across every touchpoint, unify conversation data into a single view, and allow agents to pick up right where the last interaction left off.
That alone will be a competitive differentiator. In Deloitte Digital’s 2023 Global Contact Center Survey, only 7% of contact centers said they had ways to seamlessly transition their customers between channels while preserving interaction data and context.
2. Real-time transcription and analysis
You’ll want to look for AI tools that can transcribe calls and chats as they happen. That helps with efficiency and visibility across your support team. But beyond that, search for tools that use advanced algorithms and machine learning to analyze conversations for tone, sentiment, keywords, interruptions, and even emotional cues. This is valuable information you can use to improve your quality assurance processes and your agent coaching.
3. AI copilots for agent assistance
If you want to mitigate AI-related fears, show your agents how AI can be a resource — and not a replacement. Agent copilots are a great place to start. These tools suggest relevant responses, pull up knowledge base articles, and recommend the next best actions as the conversation unfolds. Copilots can increase your agents’ focus, confidence, and efficiency so they can deliver a top-notch support experience.
4. Data-driven performance tracking
Traditional metrics like call volume and average handle time are important, but they only tell part of the story. With AI-powered analytics, leaders can dig deeper by tracking sentiment trends, identifying frequently used phrases, spotting escalation patterns, and even detecting emotional cues in customer interactions.
That richer and more nuanced data helps you pinpoint exactly where your agents are knocking things out of the park — as well as where they might need a little extra help or coaching.
How to effectively integrate AI into your contact center
Ready to roll out AI in your call center? Of course, finding the right tool with the right features is an important first step. But there are a few other best practices to keep in mind to make your implementation more successful (and a lot less stressful):
- Start with workflow mapping: Before diving into any AI tools, take some time to map out your existing processes. Identify high-volume, repetitive tasks and friction points — like password resets, order status inquiries, or slow ticket routing. These are prime candidates for automation and offer the biggest initial ROI when transitioning to AI.
- Upskill your team: AI works best (and feels a lot less scary) when your people know how to work with it. Provide training that helps agents understand how to use AI tools to their advantage — whether that’s drafting faster responses or pulling up relevant info. When agents see AI more as a helpful partner and less as a threat, you build a more confident, collaborative team.
- Monitor and iterate: AI and automation are meant to help you and your team be more hands-off, but that doesn’t mean you want to completely check out. Track metrics like first call resolution (FCR), average handle time, customer sentiment, and SLA adherence to see how AI is performing. Use those insights to fine-tune your implementation and pick up on other potential use cases.
- Balance automation and the human touch: Just because you can doesn’t mean you should. Not every customer interaction should be automated. By all means, use AI. But make sure your human agents are front and center when empathy, nuance, or complex problem-solving are needed. Striking the right balance is key to delivering personalized, helpful, and memorable service.
Humans and AI: More harmony (and fewer hassles) with Assembled Assist
Gone are the days when integrating AI into your contact center was a future-facing strategy. Now it’s a present-day necessity. But the key to doing it right lies in striking a balance: combining the speed and efficiency of AI with the empathy and expertise of human agents.
Assembled Assist can help you walk that tightrope. From real-time agent support and smart staffing recommendations to powerful performance insights, it’s designed to reduce costs, strengthen collaboration, and elevate the customer experience — all without losing that oh-so-important human touch.
When you boil it down, AI isn’t eradicating support agents, but it is evolving their role. The true magic happens when you and your support team recognize that AI isn’t going to give you the boot — it’s going to make you better.
Ready to see the future of AI-powered support? Explore a demo and discover how Assembled Assist can transform your workflows today.