{"id":73727,"date":"2025-09-09T15:43:14","date_gmt":"2025-09-09T14:43:14","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=73727"},"modified":"2025-10-19T09:14:24","modified_gmt":"2025-10-19T08:14:24","slug":"from-threat-to-teammate-how-ai-is-winning-agent-trust-computertalk","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/from-threat-to-teammate-how-ai-is-winning-agent-trust-computertalk\/","title":{"rendered":"From Threat to Teammate: How AI is Winning Agent Trust"},"content":{"rendered":"

For years, the contact center industry has wrestled with the same question: will AI eventually replace human agents?<\/p>\n

From headlines about automation taking jobs to predictions of agentless call centers, the narrative has often leaned towards inevitability.<\/p>\n

But at the contact center coalface, the picture looks very different \u2013 and far more human.<\/p>\n

A recent Gartner study<\/a> predicts contact center agent roles will actually increase over the next three years, suggesting that AI is reshaping how work gets done, but isn\u2019t erasing the human role.<\/p>\n

Instead, the focus has shifted to collaboration, with AI taking on repetitive drudge work while human agents bring empathy, judgment, and the kind of customer connection machines can\u2019t deliver.<\/p>\n

That\u2019s where ComputerTalk is placing its bets. As Mackenzie Ellis, Solutions Specialist<\/strong> \u00a0at the company, told CX Today:<\/p>\n

\u201cAI is increasingly supporting agents, not replacing them. It\u2019s handling the mundane tasks. The reality is that AI helps, but it doesn\u2019t remove the need for people.\u201d<\/p><\/blockquote>\n

Trust First, Tech Second<\/strong><\/p>\n

Even with encouraging research, skepticism among frontline workers is still high.<\/p>\n

Agents often see AI as a threat to their livelihood rather than a tool to lighten the load. According to Ellis, the fear boils down to two things: trust and transparency.<\/p>\n

\u201cAgents really need to trust that AI is there to assist them, and businesses need to do more training before they roll it out,\u201d she said.<\/p>\n

\u201cWhat we\u2019ve seen is that businesses want to push AI through, but the actual workers are hesitant to start leveraging it.\u201d<\/p>\n

Put simply: agents don\u2019t fear the tech; they fear being left out of the rollout.<\/p>\n

To counter that, ComputerTalk has shifted its approach. Instead of keeping decisions at the executive level, the company now involves supervisors and frontline teams in demos and pilots.<\/p>\n

The goal is to show, in practical terms, how AI can help agents succeed, not hinder them.<\/p>\n

Smarter Onboarding, Sharper Coaching<\/strong><\/p>\n

Once agents begin using AI tools, the benefits tend to speak for themselves.<\/p>\n

Onboarding is a good example. Contact centers are known for high turnover, with many treating the role as a temporary step, which means that training new hires quickly and effectively is always a challenge.<\/p>\n

Ellis explained how, during the onboarding process, \u201cAI can assist in creating a more personalized plan.<\/p>\n

\u201cSimulated interactions allow agents to practice before going live, and then real-time nudges during calls can help them improve tone or pace.\u201d<\/p><\/blockquote>\n

Supervisors also stand to benefit.<\/p>\n

Few have time to sift through call recordings in search of teachable moments. With AI, coaching isn\u2019t random; it\u2019s targeted.<\/p>\n

The system can flag calls worth reviewing, highlight coaching opportunities, and even deliver in-the-moment support if needed.<\/p>\n

And then there\u2019s compliance. For something like payment handling, AI can surface the correct workflow step-by-step, so nothing gets missed.<\/p>\n

In doing so, the AI solutions help reduce risk while giving agents confidence.<\/p>\n

Context Before the Call<\/strong><\/p>\n

Away from features and tools that assist agents during customer service interactions, Ellis also highlights what happens before an interaction even reaches an agent.<\/p>\n

\u201cBefore the call is delivered to the agent, AI can authenticate the user and identify why they\u2019re calling,\u201d she explains.<\/p>\n

\u201cIf it\u2019s something routine, it might be resolved right away. But if it needs an agent, all that contextual information is passed along.\u201d<\/p>\n

That context can be the difference between a good call and a bad one.<\/p>\n

If an agent knows the caller has reached out multiple times on the same day, they can adjust tone and approach.<\/p>\n

If AI has already summarized previous interactions, customers aren\u2019t forced to repeat themselves \u2013 a small change that has an outsized impact on satisfaction.<\/p>\n

Transparency Still Matters<\/strong><\/p>\n

The last piece of the AI puzzle is transparency.<\/p>\n

It might sound obvious, but customers don\u2019t want to feel like they\u2019re being misled or tricked into thinking that they\u2019re conversing with a human when it\u2019s actually a bot.<\/p>\n

With AI-powered tech becoming more sophisticated and the line between human and AI becoming more blurred, customers increasingly want to know when they\u2019re speaking with a bot versus a human.<\/p>\n

This is a point that Ellis is particularly adamant about, as she explains:<\/p>\n

\u201cI think businesses should be more transparent when they\u2019re using AI.<\/p><\/blockquote>\n

\u201cThere\u2019s been a huge lag in adoption, which comes down to security and compliance.<\/p>\n

\u201cCustomers want to know their data isn\u2019t being used to train the model or stored unnecessarily.\u201d<\/p>\n

That need for openness may slow adoption in the short term, but it\u2019s also laying the groundwork for sustainable trust<\/a>.<\/p>\n

The contact center of the future will almost certainly be powered by AI, but it won\u2019t be a machine-only environment.<\/p>\n

The defining question isn\u2019t whether AI replaces humans, but how well businesses integrate the two.<\/p>\n

You can learn more about ComputerTalk\u2019s innovative approach to AI by <\/em>reading this article<\/em><\/a>.<\/em><\/p>\n

You can also access the vendor\u2019s full suite of services and solutions by <\/em>visiting the website today<\/em><\/a>.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

For years, the contact center industry has wrestled with the same question: will AI eventually replace human agents? From headlines about automation taking jobs to predictions of agentless call centers, the narrative has often leaned towards inevitability. But at the contact center coalface, the picture looks very different \u2013 and far more human. A recent […]<\/p>\n","protected":false},"author":4983,"featured_media":73728,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61016],"class_list":["post-73727","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-customer-analytics-intelligence","tag-ai-agents","tag-artificial-intelligence","brands_to_track-computer-talk","editorial_type-interview","intent-evaluation","target_audience-dual"],"acf":[],"yoast_head":"\nFrom Threat to Teammate: How AI is Winning Agent Trust - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including AI Agents, Artificial Intelligence and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/from-threat-to-teammate-how-ai-is-winning-agent-trust-computertalk\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"From Threat to Teammate: How AI is Winning Agent Trust\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including AI Agents, Artificial Intelligence and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/from-threat-to-teammate-how-ai-is-winning-agent-trust-computertalk\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-09-09T14:43:14+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T08:14:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/From-Threat-to-Teammate-How-AI-is-Winning-Agent-Trust.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Rhys Fisher\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rhys Fisher\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/from-threat-to-teammate-how-ai-is-winning-agent-trust-computertalk\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/from-threat-to-teammate-how-ai-is-winning-agent-trust-computertalk\/\"},\"author\":{\"name\":\"Rhys Fisher\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\"},\"headline\":\"From Threat to Teammate: How AI is Winning Agent Trust\",\"datePublished\":\"2025-09-09T14:43:14+00:00\",\"dateModified\":\"2025-10-19T08:14:24+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/from-threat-to-teammate-how-ai-is-winning-agent-trust-computertalk\/\"},\"wordCount\":851,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/from-threat-to-teammate-how-ai-is-winning-agent-trust-computertalk\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/From-Threat-to-Teammate-How-AI-is-Winning-Agent-Trust.jpg\",\"keywords\":[\"AI Agents\",\"Artificial Intelligence\"],\"articleSection\":[\"Contact Center & Omnichannel\u200b\",\"Customer Analytics & Intelligence\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/from-threat-to-teammate-how-ai-is-winning-agent-trust-computertalk\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/from-threat-to-teammate-how-ai-is-winning-agent-trust-computertalk\/\",\"name\":\"From Threat to Teammate: How AI is Winning Agent Trust - 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