Leveraging AI to Retain, Not Replace, Contact Center Talent
Many companies initially aimed to replace contact center agents with AI, but some, including Klarna and Delta, have quietly rehired human agents. They recognized that empathy, nuance, and trust are qualities a bot simply can’t replicate. Consumers already find contacting support frustrating enough without having to communicate with a machine.
A Gartner study shows that 64% of people prefer not to interact with AI for customer support, and over half would switch to a competitor just to speak with a human. This clearly signals that AI should not be viewed as a complete replacement for human agents.
AI’s Role: Empowerment, Not Replacement
That said, AI still has a valuable role in contact centers. Most centers have already adopted AI to handle repetitive, time-consuming tasks. Gartner predicts that by 2025, 80% of contact centers will use AI technology in some form. The key is to use AI to assist managers and agents, helping improve employee retention and service quality.
AI excels at tasks like data entry, ticket routing, performance analysis, and sentiment detection. This frees agents to focus on what matters most: listening, engaging, and resolving customer issues with a human touch.
Beware of AI Fatigue
On the flip side, many customers face what feels like “AI sameness.” Predictable chatbot scripts, endless phone menus, and generic auto-replies create frustration and fatigue. This approach chips away at the emotional intelligence that builds customer trust.
Forrester’s Global 2025 Customer Experience Index reports a decline in customer experience in North America, citing weaker employee experience and poor tech implementations as major factors. Customers often find a gap between the experience brands promise and what they actually receive.
In this environment, companies that succeed will be those that put human connection back at the center—supported by AI, not replaced by it.
Keeping Your Best Talent
High turnover in contact centers is a huge challenge, with rates often between 30% and over 100%. This turnover hurts consistency and service quality. The best agents are those who stick around long enough to deeply know the products, processes, and customer needs.
Experienced agents don’t just follow scripts. They bring real knowledge, recall past solutions, and genuinely care about resolving issues. They also mentor newer team members, which boosts overall team performance.
Retaining these seasoned agents means better customer experiences, stronger teams, and fewer disruptions.
Conclusion
AI can be a powerful tool when used to support human agents rather than replace them. By automating routine tasks, AI lets agents focus on delivering the empathy and understanding customers crave. At the same time, companies must avoid the trap of generic AI interactions that erode trust.
Focusing on retaining experienced agents and empowering them with smart AI tools is the path to delivering consistent, high-quality customer service. For those in customer support roles looking to enhance their AI skills, exploring targeted training can be a smart move. Check out AI courses for customer support professionals to learn practical ways to integrate AI into your daily work.
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