For most organizations, the question of AI adoption isn’t “if” but “how much.” While a few organizations are moving toward an “AI-first” model, most are trying to strike a balance between human workers and AI. This issue takes on special relevance in customer service.
Customer service is a “high touch” function that requires a meaningful human element to create a connection with customers. At the same time, however, customers are demanding more efficient, convenient and accurate service, which can best be achieved with AI-powered tools. Some industry pundits have even suggested that contact centers will be fully automated in the not-so-distant future.
Most organizations recognize that we aren’t there yet, and may not want to be. Human contact still has tremendous value in CX, and should not be sacrificed on the altar of efficiency. The key is to utilize AI where it can deliver the most value, and understand how technology can augment the roles of human agents to optimize the customer experience.
How AI Is Transforming the Contact Center
AI is already transforming contact center operations. According to the Leader’s Guide to CX Trends in 2025, self-service chatbots and generative AI for writing to customers are the top two use cases, cited by 39 percent of respondents. More than a third (34 percent) are using agent-assist tools, AI-powered software that provides information and guidance in real time during live customer calls.
Even in the early stages of adoption, 80 percent of organizations claim they’ve already realized a medium to high value from their investments in AI. At the mature stage, 99 percent of organizations boast of a significant return on investment.
However, two of the top three use cases indicate that human agents remain very much a part of contact center operations. Gen AI can draft follow-up emails for an agent to review, and agent-assist tools can rapidly search customer data and suggest what the agent should do next. Both technologies play a supporting role that leaves the agent very much in control.
The Benefits and Limitations of Chatbots
Organizations are also recognizing the limitations of AI-powered chatbots. Chatbots can handle routine questions quickly, reducing call queues and customer wait times. They are available around the clock and can rapidly analyze customer data to provide personalized responses. They are also adept at gathering customer feedback.
However, chatbots struggle with complex issues, particularly those that require specialized knowledge or human judgment. Because chatbots are incapable of understanding human emotions and empathizing with customers, interactions tend to be impersonal and even alienating.
Organizations are also finding that siloed data is a huge barrier to AI adoption. The problem is particularly acute in organizations that use multiple CX tools. AI needs real-time access to all the accurate and relevant data related to a particular customer. When that data is scattered across multiple systems and applications, AI cannot be as effective.
Focus on the Customer Experience
Striking the right balance between AI and human agents starts by keeping the customer top of mind. Instead of focusing exclusively on efficiency, organizations should look to optimize the customer experience by using the right tools for the right tasks. Chatbots excel at handling straightforward questions, but they should quickly hand off the call to a human agent when a more nuanced response is needed.
Organizations should also provide human agents with ongoing training and empower them to use AI-powered tools effectively. Training should also cover things like active listening skills as well as policies and procedures.
Cerium has a long history of delivering advanced contact center solutions. Today, our contact center experts work closely with our AI team to create customized solutions that help our customers provide high-quality, personalized customer experiences while increasing efficiency and lowering costs. Let’s discuss your contact center needs and challenges and develop a solution that will take your organization into the future.
