The year of grown-up AI in customer service: Trends, tools and human skills shaping contact centres in 2026
Stepping into 2026 feels like a good moment to take stock of where the contact centre world is heading. If the past few years have been about building foundations, this next chapter feels like the one where things get really real when it comes to smarter AI, hybrid working and a stronger focus on ethics and trust.
AI is no longer something we talk about in future tense. It’s already supporting agents with routing, real-time guidance, call summaries and sentiment awareness. What’s different now is the maturity. In our report ‘Customer service in the age of AI’, we saw a clear shift from early trials to practical adoption – generative tools that can adapt mid-conversation, suggest responses and draft follow-ups, and stronger partnerships between people and AI in day-to-day work. We’re not just experimenting anymore. It’s getting serious, with tools that genuinely help.
With AI picking up tone, urgency and emotion in real time, there’s a bigger spotlight on how we handle data and stay transparent. Another challenge on the horizon is customers using their own AI tools to get in touch with businesses, which means contact centres need better ways of knowing who (or what) they’re actually talking to.
Hybrid working isn’t going anywhere – it’s still finding its rhythm. Cloud-based tools and AI-powered scheduling make it easier to keep track of how everyone’s doing, no matter where they’re working from. As more routine tasks get taken care of by automation, agents can focus on the parts of the job that really matter, using empathy, judgement and problem solving. In 2026, those skills are what will really define the agent experience.
Another thread running through the year ahead is the focus on inclusive teams. When customers bring sensitive or complex issues, it helps when the people supporting them reflect a range of backgrounds and perspectives. I’m seeing clients place more value on this as their services become more relational and emotionally nuanced.
Alongside these trends, delivery and resilience remain key. Our growth across the Western Cape, including the new Paarl site in 2025, highlights the talent and operational depth available in the region. Thoughtful offshoring is helping organisations maintain continuity and scale while adapting to changes in technology and customer expectations.
So, 2026 looks set to be the year of grown-up AI, stronger human skills and contact centres that feel more connected to the people they serve. And if you’re reviewing your plans or exploring new outsourcing options, we’re here to talk through what’s working across the sector and where things are heading.
Gary Gilburd is a founding member of Sigma Connected since setting up the business with Mike Harfield in 2011. Gary has been the CEO for 9 years and takes the lead with external relationships and investor strategy.
Gary has over 25 years’ experience running large contact centres across the UK and in South Africa with a specialism in early arrears and debt collection. Over the last 15+ years he has worked with the majority of the Energy Big 6. Gary remains very active with all Sigma Connected’s client engagements and continues to lead on new business opportunities for the group.
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