As contact centers explore and adopt new AI technologies for better customer experiences, the agent role is changing too.
With the rapid progression of AI capabilities over recent years, many organizations initially believed that AI would replace agents altogether. But our research with ContactBabel reveals those views have shifted. Rather than eliminating the need for agents, AI is working alongside them, providing invaluable support. AI alleviates the strain on agents by automating tasks like call summarization, knowledge look-up, logging customer interactions, and updating customer records, enabling agents to focus on delivering exceptional service.
Below, we share seven key findings from our study that examined how AI is impacting the contact center industry and the agent role.
1. Agents are here to stay
One of the most important findings of the research is that the contact center agent role won’t be going anywhere. By 2027, it’s predicted that phone conversations will still make up over 60% of all customer service interactions.
This expected, continued reliance on phone-based support demonstrates that the progression of AI will be focused on making agents’ lives easier, rather than on replacing them.
Agents will still be needed to tackle complex interactions for many years to come and are vital to the customer experience and success of their organizations.
2. Calls are getting longer, and costs are increasing
Over the last 20 years, average call times in contact centers have increased by 20-30%.
Longer call times lead to higher operational costs for contact centers. Businesses need more agents to handle the call volumes, driving up spending on recruitment and onboarding.
Increased AHTs (average handling times) also lead to much longer wait times for customers. And wait time is the number one ranked factor in how a customer will judge their interaction with a business.
As calls have become more time-intensive, managing the balance between answering in-depth queries and delivering operational efficiency has become a critical challenge for contact center leaders.
3. AI is recognized as a support tool, not a replacement for agents
One of the most encouraging findings of our study is that most organizations (61%) no longer believe AI will replace their agents.
This is a big shift in perception even in the last two years. In fact, 100% of organizations now see AI as a tool to support agents in their work, particularly when dealing with complex interactions. For example, real-time agent assist software can guide agents with on-screen checklists that populate based on the nature of the call, keyword-triggered alerts, and intent-based coaching prompts.
AI’s ability to support the agent enables them to relax into the call, place all their attention on the customer, and focus on resolving queries quickly and efficiently.
When contact centers strategically use AI alongside agents, the results speak for themselves. Intelligent contact center technology is improving not only the customers’ experience but also the agents.
4. A lack of integrated tools makes the agent role harder
Many contact center agents continue to face challenges due to disparate systems. Only 3% of survey respondents use a single agent desktop, leaving agents in 97% of surveyed contact centers to navigate multiple screens and applications during their calls.
Additionally, 40% of agents have to juggle four or more systems within their calls. These agents frequently have to switch between screens or windows, making an already complex job even harder. Agents struggle to find the right information quickly, leading to errors, increased stress, and unnecessary delays that ultimately impact the customer experience.
Contact centers need AI platforms that can present customer information in a single, unified desktop, eliminating the need to switch between multiple screens and applications. A streamlined workflow reduces pressure and enables agents to focus solely on the customer.
5. Agents are still needed for complex inquiries
AI is alleviating pressure on agents by handling simpler customer service tasks. In fact, AI now independently handles 11% of web chats.
But, when it comes to even slightly complex inquiries, customers often reach out to live agents (sometimes after failing to get the answers they need through self-service). Our data shows that agents handle 93% of email responses independently of AI.
This tells us that while AI can support straightforward queries, agents are far more likely to manage complex interactions without any AI involvement. Agents are still vital for dealing with in-depth inquiries.
6. Knowledge look-up is a huge challenge
One area where AI is currently underused but can still make a significant, positive impact is in knowledge look-up.
Our research reveals that only 25% of agents currently have access to case-based reasoning tools, and just 18% have access to an AI-enabled virtual assistant for knowledge look-up.
Although these numbers represent substantial growth in recent years, they also indicate that there’s still a way to go. Most of the contact center industry still lacks the tools needed to help agents quickly and easily access information during customer interactions.
Without an effective knowledge-based look-up solution, agents find it harder to resolve customer inquiries efficiently and accurately, especially when dealing with complex cases that require detailed or technical information.
Implementing AI-powered knowledge management systems can significantly reduce the time it takes for agents to find the information they need. By using AI to access relevant information in real time, agents can reduce the time spent searching for answers and instead focus on solving the customer’s issue.
7. AI is the future of the contact center
The adoption of AI-powered contact center solutions is on the rise in the industry.
21% of organizations surveyed are already using some form of AI in their contact centers. This may seem low, but with an additional 33% planning to start using AI within the next 12 months, it highlights the positive and rapid shift in the industry. The market is increasingly recognizing the potential of AI to drive improvements to operational efficiency, cost performance, agent and customer experience.
The future of AI in contact centers is not just about replacing routine tasks but working alongside agents. As AI adoption continues to rise, its ability to automate, analyze, and assist in real time will continue to shape how contact centers operate.
Our study shows that AI has moved beyond being just a trend and is recognized as an essential element of the modern contact center that drives both operational efficiency and customer service levels.
AI is reshaping, not replacing, the contact center agent role
One theme was consistent throughout our surveyed respondents–AI is supporting agents, not replacing them.
While AI plays a significant role in improving efficiency, handling basic tasks, and enabling quicker resolutions, agents remain vital for handling complex interactions and delivering the human touch that customers value.
AI and agents are proving to be a powerful combination, driving better customer outcomes, improving operational efficiency, and ultimately allowing organizations to deliver a higher standard of service.
Want to learn more about the evolving role of AI in the contact center? Check out our full report with ContactBabel.
