For any contact center to be more competitive they need to be attentive to the customers, or in other words, serve them better. The most challenging aspect is to meet the changing customer demands and make rapid changes.

Thankfully with the development of AI technologies, customer experiences are more positive and remarkable. They can handle frequently asked questions and perform repetitive tasks. Most importantly, AI can help you streamline your contact center operations and stay aligned with your organizational goals. 

A question may be popping into your head right now, i.e. will AI replace contact center agents or human workforce then? Well, you’ll get the answer in this article; stick till the end. 

Current role of AI in contact centers

Current role of AI in call centers

Today all the so-called modern contact centers you see have implemented AI to automate repetitive tasks and enhance customer experience overall. AI technology is minimizing agents’ workload in a contact center and performing some specific parts of contact center operations. 

Chatbots, voice assistants, and Interactive Voice Response (IVR) systems have been playing significant roles in freeing contact center agents for the most important tasks and offering a more customized experience.

The most vital part of AI in contact centers is the use of chatbots and voice assistants to resolve customer concerns and worries. Quick responses to customer queries are only possible with the help of the chatbots that call centers use for maximum efficiency.

Furthermore, AI technology analyzes customer data rigorously to provide a better solution to meet their needs, offering a more customer-centric approach. Most importantly, AI keeps analyzing the call data to identify potential issues and predict customer behavior, which helps in reducing wait times.

Besides that, intelligent routing systems can understand customer interactions and redirect them to the right agent depending on their skills and availability. It eventually enhances the contact center operations and productivity of agents. 

Overview of AI technologies applicable to contact center operations

AI has a bigger hand in the revolution of the contact center industry from various aspects. Be it streamlining the contact center operations, understanding customer needs better, and providing a helping hand for agents. Here’s an overview of AI technologies applicable to contact center operations:

  • Intelligent Virtual Assistants (IVAs): The job of AI-powered chatbots is to serve customers in a better way. This includes resolving their queries and issues promptly, and not making them wait for longer.
  • Interactive Voice Response (IVR) with Natural Language Processing (NLP): The IVR system knows the caller’s purpose better and routes them to the right agents so that they can handle the call efficiently.
  • Sentiment Analysis: It detects the customer’s emotions and sentiments from voice or text so that agents can interact with them accordingly.
  • Predictive Analytics: Predictive analysis is all about identifying call patterns to figure out the needs of the customer and come up with smart solutions before the damage happens.
  • Agent Training & Performance Enhancement: Keeping track of the call data and from that analysis reveals a clear picture regarding the room for improvement. Based on that, agent training or coaching can be provided.                                                                                                                                                                                                             

How is AI transforming the contact center industry?

AI is giving a power boost to contact centers, changing how they operate, and most importantly driving both customer and agent efficiency. Let’s get to know how AI is transforming the call center industry.

A big credit goes to the AI chatbots which are making customer interactions smooth and effective in a contact center. Customer queries, concerns, or anything can be seen, heard, and fixed quickly and promptly. 

AI-powered IVR systems can catch the customer’s motive to call and redirect to the most suitable agent. Or provide options for self-service. AI when combined with contact center reporting and analytics can make a big difference in tracking down the contact center performance.

Such insights are also crucial for identifying the areas for improvement. Moreover, AI also plays a role in smoothening contact center operations by automating daily tasks like data entry and FAQs. This way, agents don’t have to spend time on smaller tasks but instead can focus on major ones. 

AI is transforming the contact center industry by being the agent’s personal assistant. Providing real-time data by looking at the customer’s history and preferences. This allows agents to break down the details and communicate with them in such a way as to make them feel at home. 

All in all, AI is transforming the contact center industry by understanding customer behavior, automating repetitive tasks, and enhancing customer experiences. 

Impact of AI on contact center jobs

AI has elevated the standards of contact centers so far. With so many capabilities AI is bringing and many more to come, some people fear that it will kill their jobs. While some are optimistic about AI creating new job opportunities. With that, let’s see the impact of AI on contact center jobs:

Automation and Efficiency

You’ll see the implementation of AI-powered chatbots and IVRs in most of the contact centers these days. Hence customer inquiries can be dealt with more quickly, reducing the need for the staff to some extent. 

The benefit of automation is that agents give their full attention and time to handling customer calls instead of other tasks. It leads to enhancing the efficiency of the agents as well as the contact center. 

Job Transformation

The adoption of AI technologies means that simpler tasks are managed by it, and agents have to deal with critical issues. Such dealing with complex issues also requires specific skills like analytical thinking, empathy, and problem-solving.

Many more new job opportunities can also be created because of AI implementation in contact centers. These are data analysts, AI ethicists, or training experts. 

Upskilling Opportunities

The implementation of AI alone is not enough for the successful running of a contact center. Enough skillset is also required to operate the tools and technologies, only then the contact center operations can become efficient. 

Contact center managers must manage training programs and skill-oriented seminars to stay up to date with recent AI developments. It is also essential for developing new skills which helps contact centers to up the graph of height even more. 

Will AI replace contact center agents?

To be upfront, AI can’t replace contact center agents completely. The work it has been doing is to automate many tasks and is more about augmenting and complementing human agents. 

Eliminating human agents is still far from happening because of the empathy and emotional intelligence factors. Solving complex issues requires a lot of critical thinking and judgment. Humans are by far the best at those tasks. 

AI is remodeling the contact center into a completely different shape which is good but it isn’t a job replacer. It’s a tool that charges up agents to enhance customer service and put all the energy into delivering the best output. 

5 Ways Contact Center AI is Not Replacing Agents

1. Frees Agents for Personalized Support

AI plays a bigger support role for agents, performing repetitive tasks like data entry, troubleshoots, and much more. This way, the agents will be engaged in bigger issues and handling customer calls. It leaves the work to the agents who need human skills. 

2. Enhanced Knowledge and Efficiency

Real-time insights or suggestions are provided by AI during the time of the call. It allows agents with key information so that encountered problems or improvements can be made to improve the customer experience.

3. Training and Performance Insights

AI performs the duty of keeping an eye on call data and analyzing it and this becomes useful for agents. Now, they’ll be aware of the room of the areas they need to focus on. This one-on-one feedback can be significant for uplifting the agent’s performance.

4. Offers 24/7 Availability

Chatbots powered by AI don’t feel exhausted, fatigued, or any other emotions humans feel. Thereby, it can work outside business hours, serving customers and minimizing the agent’s workload. 

The best part for customers is that they don’t have to wait to get their queries solved, they can get help at any hour of the day. Thus, it also prevents agents from feeling the stress of work by working extended hours.

5. Building Deeper Bonds with Customers

AI paves the way for agents by analyzing customer data and allowing agents to interact with the customers. Agents can form a deeper connection with the customers due to the suggestions provided by the AI. 

This human-AI combo helps establish a genuine bond which isn’t possible only with automation.

Why do human contact center agents remain vital?

The challenges faced by the contact center industry can be mitigated with the combination of both human agents and AI. Only then, the best possible service can be provided to the customers. 

Hence, there is no way AI can replace call center agents shortly. Here are some key areas where human call center agents are vital in a contact center.

  • Empathy and Emotional Intelligence: AI lags when it comes to showing empathy, reading emotions, and painful situations. Humans are way better when it comes to understanding emotions, showing empathy, and handling tense moments smartly.
  • Critical Thinking and Better Problem-Solving: Customer queries vary from simple to complex. AI can effectively handle simple ones but complex issues need human attention. Human agents can think from their perspective, analyze the problem, and offer an ideal solution.
  • Building Rapport and Trust: Customer loyalty largely depends on trust and communication factors. It can only be achieved through positive interaction and making them feel valuable which AI lacks. 
  • Dealing with Unforeseen Situations: Sometimes all of a sudden unforeseen situations or unexpected challenges might arrive. Dealing with such circumstances is not possible with AI. Human agents can tackle those scenarios by reasoning and brainstorming solutions.
  • Negotiation and Conflict Resolution: AI is not properly equipped to deal with these tense situations like contract negotiations or solving conflicts. Human agents have patience, can compromise, and figure out mutually agreeable solutions.


And that’s a wrap! In this article, we’ve clarified the most important question circulating today i.e. will AI replace contact center agents? We hope you like it.

The future of contact centers is bright and prosperous, and most of the contribution is provided by AI technologies. Features like chatbots, voice assistants, and automated response systems have made it easier to talk with customers and know them better.

The amount of expertise it provides in a multitude of areas has made people believe that it will replace contact center agents someday. However, AI is still yet to deal with all the aspects that a contact center goes through daily. So, it isn’t going to replace human agents but lend them a helping hand. 


Will AI replace the contact center?

No AI won’t replace the contact center shortly. Undoubtedly, it is making significant changes in the contact center industry, but it’s not replacing the need for human agents. Ai still struggles with human language, reading emotions, and complex problem-solving. 

Will AI replace customer service?

AI won’t replace customer service, it’s unlikely to happen because of the limitations of AI. It includes emotional intelligence, complex problem-solving, etc.

Will ChatGPT replace customer service?

As per our knowledge, both ChatGPT and AI have done a tremendous job in the field of customer service and call centers. However, it’s unlikely to replace human customer service representatives. They are needed for handling complicated issues and tense situations.

What is the biggest challenge of a contact center agent?

Some of the biggest challenges of a contact center agent are:

  • Dealing with angry or rude customers.
  • Maintaining high call volumes and balancing workload.
  • Agents have to go through rotating schedules and unpredictability.
Prasanta Raut

Prasanta is the founder and visionary CEO of Dialaxy. He is on a mission to redefine the landscape of SaaS solutions, infusing creativity and ingenuity into every aspect of Dialaxy’s offerings. His fervent dedication to simplifying sales and support processes drives Dialaxy’s forward momentum, delivering unparalleled value to businesses of all sizes. Embark on a transformative journey with Prasanta and Dialaxy as they pave the way for a new era of sales and support excellence.

Prasanta Raut

Prasanta is the founder and visionary CEO of Dialaxy. He is on a mission to redefine the landscape of SaaS solutions, infusing creativity and ingenuity into every aspect of Dialaxy’s offerings. His fervent dedication to simplifying sales and support processes drives Dialaxy’s forward momentum, delivering unparalleled value to businesses of all sizes. Embark on a transformative journey with Prasanta and Dialaxy as they pave the way for a new era of sales and support excellence.