The future of customer service: AI’s impact on contact centre agents  

The customer service industry is at a crossroads, undergoing a profound transformation fuelled by the adoption of artificial intelligence (AI). By 2025, McKinsey predicts that 16% of global contact centre agent labour spend will be automated [1]. This signals a monumental shift in how businesses interact with customers. Yet, for me, the future of customer service isn’t a tale of technology replacing humans. Instead, it’s about a collaborative partnership where automation amplifies human capabilities, enabling brands to deliver service that is both efficient and deeply personal.

At Ventrica, this belief underpins everything we do. Whether it’s retail, e-commerce, food service, property management, or beauty, we’re committed to demonstrating that the real magic happens when AI and human expertise work hand in hand. For me, it’s about proving that technology is a tool to enhance, not eclipse, the empathy, intuition, and creativity that only people can bring to the table.

Take the retail sector, for instance. One of the most common customer service queries we encounter is the dreaded “Where Is My Stuff?” By integrating AI-driven interactive voice response (IVR) systems with order management and payment platforms, we’ve not only reduced these repetitive inquiries but also introduced self-service options that empowered customers to find answers themselves. The result? A 50% reduction in operational costs for European customer service delivery without compromising on quality. For me, this is what AI is all about – giving customers the speed and efficiency they want, while freeing advisors to focus on adding real value.

Similarly, in the food service industry, AI-driven ticket classification has been a game changer. For one brand, we reduced resolution times from 10 days to just 1 second. Let that sink in: one second. Pairing this with tools that automate case summaries and reduce average handling time (AHT), we achieved a 32% increase in customer satisfaction. It’s this kind of measurable impact that really excites me – not just making processes faster, but delivering a better experience for customers and agents alike.

But the human element remains critical. In the real estate and property management sector, chatbot and video deflection solutions helped us achieve a 65% faster ticket resolution rate and a 30% reduction in customer service costs. The efficiencies were significant, but what stood out to me was how these tools allowed advisors to focus on emotionally intelligent interactions – the moments that build trust and lasting relationships.

One of my favourite examples comes from the luxury goods sector. Here, we developed an omnichannel platform that brought voice, email, messaging, and social media into a single, seamless view for agents. Coupled with training that aligned advisors with the brand’s values, this approach resulted in a 28% increase in customer satisfaction and a 20% improvement in first-contact resolution rates. To me, this is the perfect example of the hybrid model in action – technology enabling human agents to do what they do best.

What strikes me most as we look ahead is the opportunity AI creates for meaningful transformation. Yes, automation can handle the routine tasks with speed and precision. But it’s the combination of human insight and AI-powered tools that delivers something truly special: service that is not only efficient but also emotionally impactful.

At Ventrica, we’re proving that this isn’t just theory. Across industries – from retail to hospitality – we’ve seen firsthand how this hybrid approach drives results. AI gives businesses scalability and insights, while human advisors bring empathy, creativity, and the ability to turn routine interactions into transformative moments.

Looking to the future, I believe the priority for businesses must be clear: embrace technological innovation, but never lose sight of the human touch. Because great customer service isn’t just about solving problems – it’s about building connections that foster loyalty and trust.

As we move towards 2025 and beyond, my message is simple: the most successful brands will be those that balance cutting-edge AI with the heart and soul that only humans can provide.

Sources:

[1] McKinsey, A New Future of Work: The Race to Deploy AI and Raise Skills in Europe