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AI + Humans: The Need to Upskill Your Workforce

In 2025, organizations are no longer asking if they should adopt AI in contact centers—they’re asking how to do it intelligently.

AI agents are rapidly evolving from basic chatbots and frustrating phone trees into powerful tools that personalize responses, analyze context, and make decisions in real time. They're now capable of answering thousands of routine customer questions—“What’s my account balance?” or “Why did my bill increase?”—with accuracy, speed, and zero wait time.

But here's the thing:

AI is not replacing human agents. It's augmenting them.

This evolution creates a unique opportunity—and responsibility—for organizations to reimagine the roles of human agents. As AI takes over repetitive tasks, human agents are left with more complex, emotionally charged, and high-stakes customer interactions. That’s not a burden—it’s a strategic advantage, but only if teams are trained and supported accordingly.

Forward-looking contact centers are focusing on upskilling and reskilling their workforce. Why? Because while AI can answer, only humans can empathize, build trust, and navigate difficult conversations.

Here are 3 critical areas to invest in for a future-proof workforce:

  •  Empathy & Client Relationship Building: Human agents shine when it comes to trust and emotional intelligence—especially in high-impact roles like sales, customer success, or retention.
  •  Critical Thinking & Escalation Management: AI can’t solve everything. For nuanced problems or out-of-the-box solutions, well-trained humans remain essential.
  •  AI Literacy & Troubleshooting: Every AI system will encounter edge cases. Employees who understand how AI works—and when to intervene—will be indispensable.

The payoff?

  •  Happier customers
  •  A more engaged, empowered workforce
  •  Up to 50% reduction in cost per call
  •  Increased customer satisfaction scores

The best contact centers will be those that find the right human + AI balance: Let AI handle the repetitive work and let your people focus on what really matters. Do not just adopt AI - collaborate with it.

For details on how to integrate @salesforce, @vonage in your contact center, please contact @comways.
 
 
 

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