Welcome to No Jitter’s Number of the Month, where we dig deeper into the research and data that’s shaping the communications technology industry. This month, we look at Calabrio’s State of the Contact Center 2023: Activating the Agent of the Future report and one stat from that report: 70% of contact center managers believe AI will mean there will be more agents in the next 10 years—not fewer. In other words, AI is not coming for contact center agents’ jobs.
This point appears counterintuitive. One major benefit of generative and predictive AI alike is improved productivity – doing more with less. AI-powered virtual agents are usually placed in front of the contact center to divert, contain and/or triage calls – i.e., automate routine service/support and then pass along the inquiries that require human agents.
