ROI CX Solutions Expands AI for Contact Centers, Focusing on Supporting Agents Rather Than Replacing Them
ROI CX Solutions announced expanded AI implementations for contact centers, designed to reduce operational strain on customer service teams while improving response times and first-call resolution rates. The company targets specific pain points-high call volumes, complex information management, and workforce attrition-rather than deploying AI broadly across contact center operations.
Contact center attrition averages 52% annually, according to industry data cited by the company. This turnover creates operational challenges that ROI CX Solutions says AI can help address by reducing workload burden on agents.
The Strategy: AI as a Support Tool, Not a Replacement
Han Butler, president and co-founder of ROI CX Solutions, said the approach prioritizes supporting human agents rather than automating them away. "You can't just throw AI at a struggling contact center and expect it to fix everything," Butler said. "Contact centers still rely on people to solve customer problems. AI's focus needs to be on streamlining work for contact center reps."
The company deploys specific tools: intelligent call routing, chatbots for simple requests, and virtual assistants that generate call summaries or provide background information during live calls. Predictive analytics help centers forecast when they need temporary staffing increases.
Research supports this mixed approach. A Harvard Business School study found that customer service reps using AI support improved response times by 22%, while less-experienced agents saw response times drop by 70%. The AI also helped reps respond more empathetically and thoroughly.
What Customers Actually Want
Three-quarters of customers still prefer speaking with a human agent when they need help. Butler said this preference shapes how the company implements AI.
"Even as AI gets more efficient, it still lacks the nuance and understanding that a great contact center professional can bring to a conversation," Butler said. "When contact center reps can trust AI to handle the busywork or simple tasks, they can give more energy and attention to solving complex issues."
The result: reps help more people during their shift while experiencing less burnout.
Measurable Outcomes
Butler said the company has worked with clients that reduced response times by over 90% through combined AI implementations and staffing support. The average contact center achieves a 69% first-call resolution rate, though some sectors perform lower.
When AI makes it easier for agents to find information and manage workload, they're less likely to burn out and more capable of providing the detailed support that drives customer loyalty.
For customer support professionals, understanding how AI fits into your workflow-rather than replacing it-matters for job security and effectiveness. Learn more about AI for Customer Support or explore the AI Learning Path for Call Center Supervisors to understand how these tools work in practice.
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