Unfortunately, some contact center leaders repeat the mistakes made with early chatbots by treating modern AI applications as a direct replacement for human capabilities. Predictably, this creates a power struggle between people and machines.

Some contact centers use machine learning models to shift decision-making responsibility away from agents. For example, they scan conversations and recommend what agents should say or do next, based on the words and emotions expressed by customers. But what do customers think about this?

Research shows that customers are not fans of this approach. They want their problems solved with the nuance and empathy that only a human can provide.

AI can assist agents, not replace them
Technology certainly influences how people work. But customer service is not a zero-sum game where additional input from technology must come at the expense of human workers. It’s not about dividing the pie; it’s about making it bigger.

In recent years, automation of key contact center processes has streamlined workflows but has not improved agents’ ability to meet customer needs. Why? Because they are still directly interacting with customers while also processing and interpreting the data needed to solve customer problems.

Instead of replacing human workers, technologies such as ChatGPT and other AI applications will change how certain tasks are performed. This is not a threat. It’s an opportunity — and a very significant one. The best way to maximize AI in the contact center is to leverage its unique strengths for transactional and processing tasks that it can perform better than humans. This added support can help agents resolve issues faster and more effectively.

In a fraction of the time it takes an agent, AI can access and process vast amounts of data, identify relevant patterns, and predict the best solution to a problem. This reduces delays and instantly provides agents with critical information. AI support frees agents to focus on applying nuanced judgment — a uniquely human capability — based on the urgency of the situation, the customer’s comfort level, and other variables.

AI complements human intelligence
We all want our customer service experiences to be more efficient, and AI can help achieve that without sacrificing our fundamental need for compassion in critical moments. We recognize confidence in a firm handshake, steady eye contact, and the rhythm of an assured voice. We sense when it’s there — and when it’s not. AI may one day reach that level, but until then, we must focus on using its vast potential to complement our finely tuned human intelligence.

As AI continues to develop, contact centers should keep redirecting transactional and computational tasks to chatbots, while leaving more complex requests to human agents. Companies can also provide stronger support to agents through applications specifically designed to optimize training, coaching, time and stress management, and other measures that enhance skills and well-being.

Customer service is, at its core, a human field where promises to deliver results or fix mistakes are based on trust — and people will always play a decisive role. Despite AI’s remarkable ability to fill in for human shortcomings, there is still no algorithm capable of replacing a person. Therefore, AI’s role in contact centers should be that of a highly effective support tool, enabling agents to better meet customer needs.