In this series we will unpack the value, challenges, and future of AI in modern customer experience operations.
Today, we're kicking off the series with a critical episode in our Power of AI in the Contact Center series.
We’re talking about how artificial intelligence — once a flashy novelty — has evolved into a business necessity. We’ll look at what’s happening in contact centers right now:
the cost pressures
rising customer expectations
talent shortages
AI — From Gimmick to Game-Changer
Not that long ago, AI in the contact center was seen as something interesting.
Something cool to demo at a tech conference. Virtual agents that could handle a few FAQs. Sentiment analysis tools that looked impressive on a dashboard but didn’t change much about how agents worked.
AI is now foundational. It's about making the people in your organization smarter, faster, and more effective. It’s about streamlining the messy, repetitive work and giving your customers 24/7 answers — not just service windows.
This shift didn’t happen overnight. It’s been pushed along by three undeniable realities that contact centers are grappling with today.
The Current State of Contact Centers
Contact centers are under real pressure — from all sides.
Cost
Budgets are tight. Leaders are being asked to deliver better service, but often with fewer resources. Outsourcing isn’t the silver bullet it used to be. Everyone’s looking to do more with less.
Customer expectations
People want answers right away. They expect personalization. They don’t want to repeat their issue four times. We live in an on-demand world — if Netflix can get it right, customers expect the same from their insurance company or government agency.
Talent shortages.
It’s tough to recruit and retain great contact center talent. It’s a demanding job. Attrition is high. Training takes time. Turnover happens, it hits hard — right in your quality and service levels.
What do you do when you have to reduce costs, serve customers better, and keep fewer agents engaged and effective?
This is exactly where AI steps in.
Why AI matters now
AI isn’t the future. It’s the present. In the contact center, it’s showing up in four core ways.
1. Agent assist
AI tools are helping agents in real time — surfacing the right knowledge article, suggesting the next best action, or even summarizing the call so the agent can focus on the customer, not the admin. It’s like having a digital co-pilot who never sleeps and doesn’t forget.
2. Automation
We’re not just talking about basic chatbots anymore. We're talking about sophisticated virtual agents that can handle end-to-end processes — resetting passwords, checking claim statuses, even making changes to a customer’s account — all without human intervention. That’s saving time, money, and letting human agents focus on higher-value interactions.
3. Analytics
AI can analyze massive volumes of customer interactions — voice, chat, email — and pull out patterns. What are people calling about? Where are they getting stuck? What’s driving negative sentiment? This turns the contact center into a strategic listening post for the whole organization.
4. Always-on service
AI makes it possible to deliver 24/7 support. Not just outside business hours, but across time zones, channels, and languages. Customers don’t want to wait until Monday morning — and now, they don’t have to.
It’s not about replacing people — it’s about empowering them
AI takes care of the tedious, repetitive tasks so your human agents can do what they do best — solve complex problems, show empathy, and build relationships.
You’re not automating away the people — you’re augmenting their capability.
That’s how you build a modern contact center that can scale, deliver exceptional experiences, and actually retain great talent.
Coming up next, we’ll be discussing going from IVRs to intelligent agents