How AI Is Reshaping the Role of Contact Center Agents

The conversation around AI’s role in contact centers is everywhere – from LinkedIn to boardrooms. While some speculate about full automation, the reality is more nuanced.

We often hear the question: Is AI going to replace contact center agents? Based on my experience with leading contact centers, AI isn’t a threat – it’s an opportunity to upskill agents and turn them into CX champions.

AI Isn’t Replacing Agents, It’s Redefining Their Role

AI is automating routine inquiries, freeing agents from repetitive tasks. Instead of answering the same questions all day, they now have time to build customer relationships, solve complex problems and deliver high-touch service that fosters loyalty.

Leaders have two choices: let AI replace agents or equip them with the skills to take on more strategic roles. The smartest leaders are choosing the latter and seeing results.

The Shift: From Call Takers to CX Champions

For years, contact centers prioritized efficiency metrics like Average Handle Time (AHT). With AI handling basic interactions, success is now defined by:

• AI-powered insights that personalize interactions
• Agents acting as problem solvers, not just call takers
• Identifying customer pain points and advocating improvements
• Anticipating needs instead of just reacting

This shift requires more than product knowledge. It demands critical thinking, relationship-building and CX expertise.

The Boutique Contact Center That Got It Right

One boutique contact center specializing in high-end travel and hospitality embraced AI with a proactive strategy. Instead of fearing workforce reductions, they launched a CX Masterclass to elevate their 50 agents into customer advocates.

Their approach focused on:

• Expert Insights: Guest speakers sharing best practices in customer experience.
• Behavioral Psychology: Training on trust and loyalty to build stronger relationships.
• Enhanced Soft Skills: Strengthening active listening, emotional intelligence, and consultative problem-solving.
• AI-Powered Personalization: Leveraging AI-driven insights to tailor interactions.

Within six months, CSAT scores increased nearly 15%, and agents reported feeling more skilled and empowered, leading to higher engagement. These outcomes align with McKinsey & Company’s findings that "applying the principles of behavioral psychology can improve the quality of customer interactions and build brand recognition as a customer-centric organization."

Why Upskilling Matters Now More Than Ever

Across the industry, forward-thinking leaders recognize a shift: agents, once seen as cost factors, are now competitive advantages. Customers don’t remember chatbots – they remember the empathetic agents who take time to resolve their issues and make them feel valued.

Leading contact centers are investing in upskilling programs that focus on:

• Consultative Service: Helping agents become trusted advisors.
• Cross-Functional Knowledge: Expanding expertise beyond support.
• AI-Assisted Decision-Making: Enhancing human service, not replacing it.

By prioritizing agent development, companies improve customer experience while cultivating an engaged workforce, driving long-term success.

AI Is Growing, But Human Connection Still Matters

AI is transforming customer service. According to a recent Forbes article, spending through conversational commerce channels will grow from $41 billion in 2021 to $290 billion globally by 2025. This highlights AI’s rapid adoption, but also the necessity of human expertise.

AI may handle high volumes, but it can’t replace emotional intelligence, creative problem-solving or relationship-building. The contact centers investing in their people today will be the ones that stand out tomorrow.

What Needs to Change?

For contact centers to thrive, they must:

1. Rethink Metrics – Move beyond AHT to measure customer effort and proactive service.
2. Invest in Training – Provide ongoing learning, not just onboarding.
3. Empower Agents with AI – Use AI to support agents, not replace them.
4. Recognize Strategic Thinking – Reward agents who improve CX beyond scripts.

The Future of Contact Center Agents

Fears that AI will take over contact center jobs miss the bigger picture. AI is eliminating the repetitive tasks that cause burnout, allowing agents to focus on what truly matters – building meaningful customer relationships, delivering personalized service and fostering long-term loyalty.

Having spent decades in this industry, I’ve seen many changes, from shifting customer expectations to evolving service models. But this moment feels pivotal. The contact centers investing in their agents today – through AI-powered tools, continuous training, and strategic development – will lead the industry tomorrow.

So, the real question isn’t whether AI will replace agents, but whether we will seize this opportunity to elevate them into something greater, transforming them into indispensable customer experience leaders.