While AI is becoming a staple in almost every contact centre, many leaders are finding that customer interactions are becoming increasingly complex and challenging to navigate. In a new research report, the 2025 State of the Contact Center from Calabrio, some startling statistics were unveiled: 98% of contact centres are using AI in their operations, but 61% of leaders say customer conversations are getting harder.
With customers’ expectations evolving so quickly, contact centres are finding it difficult to strike the right balance between efficiency and empathy.
AI chatbots and voicebots are gaining prominence in these centers as they can handle routine queries and enable agents to concentrate on more complex issues. But there’s a catch: AI is not quite good at handling the emotional side of the conversation. And this shortfall can further add to the challenge for agents when dealing with angry customers who need a human touch.
A majority of agents report feeling unprepared to manage these difficult interactions. While empathy is critical to customer service, 64% of agents report that they don’t have access to the emotional intelligence training they require. And 59% of organisations aren’t offering enough ongoing coaching and support to help agents work through AI-driven workflows.
To succeed in this changing environment, contact centres need to wed AI technology and human potential. That means investing in smarter AI tools that actually help agents, training in emotional intelligence, and offering consistent coaching.
“Harnessing the transformative power of AI requires contact centres to do more than simply adopt AI technologies, but to thoughtfully integrate them into their operations in a way that complements and enhances the customer experience,” said Dave Rhodes, CEO of Calabrio.