Empowering Agents with AI: A Vision for Future of Customer Support

Empowering Agents with AI: A Vision for Future of Customer Support within the Contact Centre – As explained by Calabrio

As artificial intelligence continues to evolve, one question repeatedly surfaces: Will AI replace human support agents? The answer is clear—AI is here to enhance the capabilities of contact centre agents, not replace them. This shift opens the door to a future where human expertise and machine efficiency work hand in hand to transform customer experiences.

Insights from the Calabrio State of the Contact Centre 2025 report reveal that 98% of contact centers now leverage AI to redefine key metrics, optimise performance, and meet escalating consumer expectations. Yet, the success of AI is tied closely to how well it supports—not supplants—agents.

AI as an Agent Enhancer, Not a Replacement

AI tools are built to support human agents, streamlining repetitive tasks and enabling agents to focus on more complex and meaningful interactions. From handling high-volume inquiries to surfacing insights in real-time, AI acts as a powerful assistant that boosts productivity and reduces agent burnout.

According to the report, 81% of contact centers use AI for quality assurance, and 80% analyze customer interactions using AI. These tools enhance, not diminish, human involvement.

Instead of eliminating jobs, AI is transforming them. Agents are evolving into escalation specialists, customer experience strategists, and AI oversight professionals. This evolution offers new career paths and deeper engagement with customers.

Can AI help agents ensure accurate information capture, such as confirming appointments or verifying data entry? Absolutely.

When integrated with backend platforms, AI can:

√ Listen, transcribe, and confirm appointment details with customers in real-time.
√ Flag discrepancies such as incorrect dates or misspelled names.
√ Assist with quality assurance by highlighting potential errors for review.

Calabrio’s research shows 77% of contact centres rely on AI for forecasting, and many see it as essential to delivering 24/7 support and ensuring quality at scale.

AI acts as a second set of eyes and ears, ensuring accuracy and giving agents the confidence to deliver high-quality service.

Building Confidence in AI-Driven Collaboration

Resistance to AI often comes from uncertainty about its effectiveness, lack of experience in using it, or deeper concern about job security. The solution for building confidence and driving adoption of AI lies in clear communication and empowerment:

√ Train agents to work effectively alongside AI.
√ Share how AI reduces workload and enhances agent satisfaction.
√ Highlight stories of career growth through AI-aligned roles.

Yet, the Calabrio report reveals a disconnect: while 83% of leaders believe AI will enhance agent wellbeing, 59% of contact centres do not provide ongoing coaching for navigating AI-driven workflows, and 32% cite agent distrust in AI as a concern.

By repositioning AI as a partner, not a competitor, organisations can foster a more resilient, future-ready workforce.

Choosing the Right Channels for AI Support

AI performs differently across customer service channels, and success depends on playing to its strengths—with the right tools in place to support and optimize performance.

Chat and messaging channels are ideal for automation, particularly with digital-native customers. AI-powered bots can quickly handle high-volume, repetitive inquiries—especially when continuously tuned using analytics to boost containment and customer satisfaction.
Voice interactions remain essential for emotionally charged or complex needs. Here, AI shines through real-time capabilities like AI-assisted transcription, sentiment detection, and coaching prompts. These tools enhance agent performance by guiding conversations, ensuring compliance, and supporting high-quality outcomes without sacrificing empathy.

While digital adoption is rising, legacy channels like voice still play a vital role. According to Calabrio’s State of the Contact Centre 2025 report, 91% of contact centers either use or plan to use voice to manage high-stakes interactions. AI should enhance—not obstruct—these conversations. That means smart routing, proactive prompts, and seamless human escalation when needed.

The Future: Humans and AI, Collaborating for Excellence

The future of customer support isn’t about choosing between humans or AI—it’s about creating a collaborative ecosystem where both thrive. Imagine:

√ Agents equipped with AI copilots that guide them through complex issues.
√ Dedicated roles for AI quality monitoring and refinement.
√ Seamless transitions from AI to agent that feel effortless and personalized.

The State of the Contact Centre report confirms this hybrid model is the way forward—78% of leaders believe AI will help blend automation with human touch to deliver the best of both worlds.

This vision is not only possible—it’s already starting to take shape.

Conclusion: Building a Human-Centric AI Strategy

AI is enhancing how agents work, making them more effective, engaged, and impactful. It’s time to reframe the conversation: not about replacement, but about elevation.

Empowered by AI, support agents are becoming the architects of next-level customer experiences. The future of customer service is collaborative, adaptive, and deeply human.

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.