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AI can streamline customer interactions and save organizations money, but will it replace customer service agents? Maybe, but customer service will always require a human touch.

AI has already affected the number of customer service and sales agents needed in a contact center. Yet it won’t replace the need for the human interaction they deliver.

AI will continue to have a profound role in boosting agent efficiency and improving overall CX. It was also a major topic at this year’s Enterprise Connect conference in Orlando, Fla., where Metrigy hosted a panel of experts titled, “Job Shifting: When and How is AI Eliminating & Adding CX Positions.” The panelists generally agreed that AI will help agents become more efficient and effective.

The panelists included Steve Brock, senior director of solutions marketing for Avaya; Vi Chau, head of product for Zoom phone and contact center; Josh Goldlust, vice president of product management, digital platform for Genesys; Rei Kasai, senior vice president and global head of product for Talkdesk; and Andrew Traba, vice president of product marketing for NICE.

Do contact centers need AI?

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Robin Gareiss

Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers focusing on customer experience and engagement, digital transformation, and contact center.