As artificial intelligence (AI) becomes firmly rooted in customer service, there’s a growing misconception that human contact center agents are becoming obsolete. In reality, the opposite is true.
AI is redefining the contact center—not by replacing agents but by changing their role. Routine tasks may be handled by bots, but when the stakes are high, emotions run deep, or problems get complex, customers still want to speak to a human—and not just any human—a well-supported, empowered, and skilled agent.
If AI is the engine, human agents are the drivers. But drivers still need fuel, tools, and training to operate effectively.
Here’s why we still need great contact center agents—and what kind of support they need to succeed in the age of AI.
1. AI Can’t Replace Empathy, But Agents Need Help Showing It
While AI can process data at lightning speed, it lacks empathy—something human agents bring to every meaningful customer interaction. But emotional labor is real, and agents can’t pour from an empty cup.
Support needed:
- Emotional resilience training to manage difficult conversations.
- Mental health resources and peer support groups to prevent burnout.
- Workplace flexibility to reduce stress and improve morale.
2. Agents Handle the Complex—They Need Smarter Tools
When AI handles simple queries, agents are left with the hard stuff. Escalations, nuanced complaints, and unusual cases—all of it lands with them. But too often, they’re under-equipped.
Support needed:
- Unified desktops to avoid system-hopping across disconnected platforms.
- Real-time AI assist tools, like knowledge suggestions, co-pilots, and sentiment analysis, to guide interactions.
- Clear escalation paths and expert access so agents aren’t stuck solving complex issues alone.
3. Human Judgment Is Critical—But Requires Confidence and Context
AI lacks common sense, ethics, and intuition. Agents fill this gap, but to make smart decisions, they need a deep understanding of policies, context, and customer history.
Support needed:
- Continuous learning opportunities, including microlearning and scenario-based training.
- Access to contextual insights—not just raw data, but the story behind each customer.
- Clear guidelines that empower, not restrict, decision-making.
4. Agents Are AI’s Best Trainers—But They Need to Be Heard
AI needs to learn from real interactions to improve. Who better to offer insights than the agents working alongside it every day? But too often, their feedback doesn’t make it upstream.
Support needed:
- Structured feedback loops between agents and product/AI teams.
- Involvement in AI design and testing, especially for bots and workflows.
- Recognition for their contributions to CX improvements—not just resolution times.
5. Human Agents Are a Brand’s Voice—They Need Culture, Not Just Scripts
The human voice in customer service is often the only direct touchpoint a customer has with a brand. This isn’t just support—it’s experience, reputation, and loyalty in one interaction.
Support needed:
- Brand-aligned training so agents can deliver authentic, consistent experiences.
- Autonomy to personalize conversations within clear brand guidelines.
- A positive, inclusive culture that makes them feel proud to represent the company.
The Human + AI Equation: A Partnership, Not a Replacement
AI is changing the game—but humans are still the MVPs. The contact center of the future isn’t about automation taking over; it’s about giving agents superpowers. When technology handles the tedious, agents can focus on high-value moments—the ones that win (or lose) customers.
But that only works when agents are supported—not just with tools, but with trust, training, and care.
Final Thought: Invest in People, Not Just Platforms
Too many organizations chase the newest AI feature without investing in the people who will ultimately make or break the experience. The brands that stand out in the AI era will be the ones that realize that technology is only as powerful as the humans who wield it.
TrainingPros can help by supplying training on technology products at the time of implementation, during upgrades, or anytime it’s needed. Contact us to find out how we can support you and your agents. Avaya.Training@TrainingPros.com
Empower your agents. Equip them by training them. Listen to them.
Because when AI and human talent work together, everyone wins—especially your customers.
TrainingPros can help you with training on Avaya Products!
TrainingPros is an award-winning training provider offering training on Avaya products and services for over twenty years. We employ highly skilled, versatile, expert trainers who are true professionals and experts on Avaya products and solutions.
We strive for excellence, and feedback from our students and instructors is key to our growth and success. Learner engagement and satisfaction are the most critical measures of the effectiveness of virtual training. TrainingPros surveys all our participants and evaluates feedback to drive continuous improvement in our training offerings. Our results on client satisfaction speak for themselves, with a 4.8 out of 5 customer satisfaction score. We employ many of the above virtual training best practices to bring our learners the best training experience possible. Visit us to enroll in an Avaya training class or contact us to schedule a custom class for your company today.
