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Danny Asnani, VP of Client Engagement at rSTAR Technologies.
Will AI make call center jobs obsolete? The question has sparked a strong debate amongst industry leaders. One of the foremost predictions is that AI will soon eliminate the need for incoming customer service calls, with GenAI-powered chatbots and predictive technologies managing customer interactions with little or no human involvement. While this vision may sound revolutionary, it’s far from the reality businesses face today—and, in my opinion, in the foreseeable future.
AI will undoubtedly transform call centers by automating routine inquiries and improving efficiency, but replacing humans entirely is neither practical nor advisable. Experience has shown that AI has definitive limitations, underscoring the growing need for a robust hybrid approach.
The Scope Of AI In Call Centers
Chatbots and virtual agents excel at managing repetitive tasks such as checking account balances, tracking deliveries, resetting passwords, etc. Automating these processes significantly reduces wait times, enabling human agents to focus on higher-value, complex interactions. However, customer service goes beyond speed and cost efficiency—it’s about fostering meaningful connections and building lasting customer loyalty.
AI often struggles to understand nuances, particularly in complex or emotionally charged situations. Customers typically seek support when frustrated, angry or confused—emotions that chatbots cannot comprehend or address with empathy. In these moments, human agents with emotional intelligence become invaluable.
For example, some systems detect sentiment or user intent and emotion. These systems can be automatically programmed to route calls when the caller sounds irate, frustrated or furious. They can also pass along the information to the virtual agent so that callers don’t have to repeat themselves. Irate customers do not want to repeat themselves!
By routing such calls quickly out of the automated queue and to a human agent, the agent can defuse and de-escalate the call quickly.
Humans Are Needed For Complex Cases
AI can handle many of your typical customer queries, but some cases will always require human intervention. In my experience, these rare cases include escalations, multifaceted issues and inquiries that demand empathy. This is common for energy, utilities, healthcare, supply chain organizations, etc. Customers with insurance claims may need someone to discuss the nuances of the claim, or manufacturers may need to understand a complex set of requirements before suggesting substitute parts.
Enhanced Roles For Human Agents
As AI assumes repetitive tasks, human agents can transition to higher-value responsibilities. This shift redefines customer service roles, emphasizing advanced skills such as problem-solving, relationship-building and proactive customer engagement.
This shift has already begun. Take IKEA, for instance. Because AI assists in many of its repetitive customer service tasks, the company upskilled 8,500 of its customer service staff with interior design, retaining jobs and increasing revenue.
The Human Element In Brand Differentiation
Customers increasingly value companies that prioritize personalized, human-centered experiences. A Gartner report predicts that by 2028, regulations in the EU may mandate the “right to talk to a human,” emphasizing the enduring demand for human interaction. Businesses that blend AI’s efficiency with human empathy will differentiate themselves in competitive markets. Rather than making call centers obsolete, AI is set to redefine the role of human agents.
Evidence Supporting A Hybrid Approach
The IKEA Example
IKEA provides a compelling case for upskilling rather than downsizing. The company integrated AI to streamline customer support but retrained call center agents as design consultants. The strategy helped the organization enhance employee value, contribute to revenue growth and avoid laying off staff. This demonstrates that AI adoption and workforce retention and growth can coexist.
Calabrio’s 2023 “State Of The Contact Center” Report
Research from Calabrio found that 70% of contact center managers believe AI will lead to an increase in human agents over the next decade. This may seem counterintuitive, but it reflects the evolving nature of the customer service role. Managers predict agents will serve as “brand guardians,” handling high-stake interactions, especially involving emotional intelligence, decision making and human experience.
Practical Strategies
To thrive in an AI-driven future, you must embrace a balanced AI adoption approach that integrates technology without compromising the human touch.
Adopt AI As A Collaborative Tool
Use AI to assist agents rather than replace them. For instance, AI can provide real-time suggestions during calls or automate follow-ups, allowing your agents to focus on customer engagement.
Monitor And Adjust AI Systems
Continuously evaluate AI performance to ensure it complements, rather than hinders, customer service. Regular feedback loops between AI tools and human agents can help you refine the system.
Invest In Training And Upskilling
Equip your agents with the skills to handle complex interactions and use AI tools effectively. Training programs should focus on emotional intelligence, active listening, advanced problem-solving and decision making.
Embrace Customer-Centric Regulations
Stay ahead of potential regulatory changes by maintaining a customer-first approach. Ensure that customers always have the option to speak with a human agent.
AI Won’t Make Call Center Jobs Obsolete; Adapt Strategically To The Revolution
AI will reshape call centers, not erase them. It won’t eliminate jobs; it will redefine roles. Now is the time to adopt a hybrid model, blending human expertise with AI to stay competitive and build a resilient, empowered workforce. The future of call centers lies in combining the strengths of both people and technology to deliver exceptional customer experience.
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