AI to aid, not replace, customer service agents — Calabrio
MINNEAPOLIS, UNITED STATES — Artificial intelligence (AI) will empower rather than replace customer service agents over the next decade, according to a new study by Calabrio, a workforce engagement software provider.
The global survey of 400 contact center managers across 10 countries found that over two-thirds predict agent headcount will increase through 2032. They believe AI’s greatest value is enhancing agents’ productivity and performance.
Managers identified the top four areas where AI could benefit agents:
- Improving agent and manager productivity (25%)
- Fine-tuning forecasting and scheduling (20%)
- Providing insights on center productivity (20%)
- Introducing AI-driven chatbot services (20%)
However, managers expressed concerns that agents are not yet prepared to meet the demands of an AI-driven future. To address this, Calabrio said that contact centers must invest in training and skills development to help agents adapt and grow.
Calabrio President and CEO Kevin Jones said, “The role of technology, including AI, is poised to gain even greater momentum in the contact center—we’re already seeing customers embrace automation and AI-fueled analytics to maximize their operations.”
Jones added that as technology removes administrative tasks from humans, agents must adapt to handle complex customer inquiries and become “true brand guardians” of their organizations.
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Disclosure: Outsource Accelerator uses AI tools in the backend of its editorial workflow. Every article is reviewed and verified by a human editor before publication.
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