For decades, it’s been human agents answering phones, handling emails, and more recently, chat messages. Over time, automation has played a bigger role—IVRs, chatbots, even self-service portals. 

With generative AI and agentic AI, we’re seeing something much bigger. These systems aren’t just automating routine tasks—they’re becoming intelligent partners that can support agents in real time, anticipate customer needs, and even orchestrate workflows across multiple systems. 

The question now is -- How do we design a future where AI enhances the human role rather than diminishes it? 

 
From tools to teammates 

Traditionally, AI was a tool -- you used it to search a knowledge base or triage an email. Today, AI is moving into the role of a teammate. Imagine an AI that sits alongside an agent during a call as it: 

• listens to the conversation in real time 

• retrieves a customer’s history in real time 

• suggests the next best action 

• flags compliance risks. 

After all this, when the call ends, it: 

• writes the summary 

• updates the CRM 

• sends a follow-up email—all automatically. 

What does that mean for the human agent?  

It means less time clicking between multiple screens and more time focusing on the customer’s tone, empathy, and the relationship. 

This is the future of partnership: AI handling the heavy lifting of process, humans handling the heavy lifting of connection. 

 
Evolving the agent role 

This shift changes what it means to be an agent. If AI is taking care of the repetitive work -- the agent’s role becomes more specialized, more consultative. 

Instead of being judged on call volume, agents will be valued for: 

1. Problem-solving--tackling the nuanced issues AI can’t resolve. 

2. Emotional intelligence:--knowing when a customer is frustrated, anxious, or vulnerable—and responding with empathy. 

3. Trust-building--customers want to feel heard by a real person, especially in moments that matter. 

Agents are evolving to become experience managers, brand ambassadors, and problem solvers at a higher level. 

It also means we need to invest in new training, new performance metrics, and new career paths. Without this agents will feel like they’re competing with AI instead of collaborating with it. 

 
Building trust 

Customers need to trust that when they interact with AI, it’s accurate, transparent, and respectful of their data. 

Agents need to trust that AI isn’t a threat to their jobs but a partner that makes their work more meaningful. 

Leaders need to trust that the AI systems they deploy are explainable, compliant, and reliable. 

Partnership only works if all three levels of trust are in place. Without it, you risk resistance, from: 

• customers who don’t want to talk to “a bot,”  

• agents who fear obsolescence,  

• regulators who question your transparency. 

 
Where are we headed? 

• Proactive AI--not just responding, but predicting customer needs before they reach out. 

• Real-time coaching--AI whispering in the agent’s ear with suggestions, compliance checks, and empathy prompts. 

• Seamless multimodality--AI enabling a customer to move from chat to voice to video with zero friction—and the agent having full context every step of the way. 

• Shared accountability--service outcomes measured not as “agent success” or “AI success,” but as team success. 

To wrap 

1. AI is an enabler, not a replacement. It frees humans from repetitive work so they can focus on empathy and problem-solving. 

2. The agent role is evolving. We need new training, new metrics, and new career paths that reflect the shift from transaction handling to relationship building. 

3. Trust is everything. Customers, agents, and leaders must all believe in the partnership for it to succeed. 

4. The contact centre of the future isn’t about humans versus machines. It’s about designing a partnership where each does what it does best—AI with speed, scale, and precision; humans with empathy, judgment, and connection.