Why 2025 marks the shift to Hybrid AI Contact Centres

Practical advice, insights, and updates in short, digestible posts.

If you’ve been following the latest developments in customer service, you’ll know that 2025 is expected to be a pivotal year for AI adoption in contact centres. Gartner has identified conversational generative AI as a transformative trend, while Forrester predicts that AI will displace 100,000 frontline agents from global outsourcing providers.

These predictions reflect a rapid evolution driven by advancements in generative AI, greater accessibility of AI tools, and rising customer expectations for faster, more personalised service.
With these shifts on the horizon, one question looms: will AI agents fully replace humans, or is a middle ground?

AI Agents – the case for automation

AI agents are transforming the customer service landscape, especially in high-volume contact centres. They excel at handling repetitive inquiries with speed and precision, enabling businesses to scale operations and reduce costs without compromising on service quality.

For example:

  • Oracle‘s AI tools automate repetitive tasks like updating customer records and generating insights for sales teams. This not only frees up time for employees to focus on strategic activities but also ensures greater accuracy and efficiency in routine processes.
  • Salesforce CEO Marc Benioff recently highlighted how advanced AI systems are becoming so sophisticated that they mimic human interactions seamlessly. This means AI agents are now capable of engaging with customers in natural, conversational ways, improving the overall experience while reducing reliance on human agents for simpler tasks.

AI agents are particularly effective in areas like FAQ handling, call routing, and 24/7 support, making them invaluable for businesses that need to manage large volumes of routine queries without delays.

Human Agents – the irreplaceable human touch

While AI agents shine in automation, they lack the empathy, creativity, and nuanced problem-solving abilities of human agents. These skills are critical for handling complex or emotionally sensitive customer interactions.

For instance:

  • Customers prefer human agents when resolving emotionally charged issues, such as disputes over billing errors or complaints. In these scenarios, the ability to listen, empathise, and provide personalised solutions is irreplaceable.
  • MarketWatch emphasises the continued need for human oversight in AI-assisted interactions. While AI tools are improving, they still struggle with inaccuracies, especially when dealing with ambiguous queries. Human agents ensure that these errors are caught and resolved, maintaining trust and satisfaction.

By providing empathy and creative solutions, human agents foster deeper customer relationships that build loyalty over time.

The hybrid model, a symbiotic relationship

The hybrid model represents the best of both worlds, combining AI’s efficiency with the unique strengths of human agents. This approach allows contact centres to optimise operations while delivering exceptional customer experiences.

Here’s how it works:

  • AI agents handle routine tasks. These include FAQs, scheduling, or routing calls, which frees human agents to focus on high-value activities. For example, AI can identify customer pain points from historical data, passing on only the most complex cases to human agents.
  • Human agents focus on complex and emotionally sensitive interactions. Whether it’s resolving a complaint or navigating a tricky customer relationship, human agents excel in situations that require emotional intelligence and creativity.

According to McKinsey, hybrid contact centres are evolving from reactive models to proactive ones. AI tools can analyse customer data in real time, predicting needs and offering solutions before the customer even asks. This creates a seamless, efficient experience where both AI and human agents play to their strengths.

How Acquire.AI can help

Acquire.AI enables businesses to integrate AI into their contact centres while maintaining the human touch. Our solutions are designed to:

  • Automate repetitive tasks, reducing the workload on human agents.
  • Enhance customer satisfaction by streamlining operations and personalising interactions.
  • Help businesses adopt a hybrid approach, ensuring a seamless collaboration between AI and human agents.

By partnering with Acquire.AI, businesses can prepare for 2025 and beyond, positioning themselves as leaders in customer experience and operational efficiency.

Contact the team at Acquire.AI and let’s explore how AI can transform your contact centre operations. 

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