Ep 29 | News Beat: June 2025

In this episode, your hosts Angus Peacey and Pete Brown delve into three compelling news articles from 10th June, exploring the dynamic interplay between humans and Artificial Intelligence (AI) in customer service, contact centres, and customer experience (CX)

News Topics Dissected:

1. The Human Touch in AI Assistants: Drawing on an article from Fast Company titled "AI Assistants Still Need a Human Touch" by Alexander Kosavan, we explore why AI, despite its advancements, still struggles with understanding user context and intent.
2. Gartner's Prediction: AI and Workforce Reduction: We dissect a thought-provoking Gartner article predicting that 50% of organisations will abandon plans to reduce their customer service workforce due to AI.
3. Tackling High Agent Turnover in Contact Centres: Based on an article from customerthink.com by Wailios Aaron Batsis, this discussion confronts the persistent problem of high staff turnover in contact centres.

 

Tune in to discover the hosts' "biting judgment and unpopular opinions" on these pressing topics, and gain valuable insights into the evolving landscape of customer engagement.

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Key Takeaways for Listeners:

• AI Needs a Human-Centric Approach: AI, in its current state, often struggles with context and emotional intelligence. While it can be useful for tailoring content, over-personalisation can be counterproductive or creepy.
• AI is Not a Panacea; Human Touch Remains Critical: Many organisations are re-evaluating their plans to replace human agents with AI. The focus is shifting to how AI can support and enhance human capabilities, rather than eliminate them, as trust is paramount in customer service.
• Embrace the Hybrid Model for Best Results: The most effective way to deliver a good customer experience is through a hybrid model that combines AI with human agents. AI should act as a complement to humans, not a replacement, aiding efficiency and accuracy while humans provide empathy.
• "Digital First, Not Digital Only" is Key: Before attempting to implement AI, organisations must establish a strong foundation of clear digital journeys and channels. AI should be integrated strategically into this existing digital framework, not seen as a prerequisite for going digital.
• Re-evaluate Traditional Contact Centre Staffing Models: The current model for contact centre staffing is flawed, leading to high turnover and high costs. Exploring cultural changes, freelance models, and flexible hybrid working options can improve agent satisfaction, reduce churn, and potentially enhance service quality.
• AI Can Support Freelance Agents: If considering a freelance agent model, AI can play a crucial role in providing the consistency and depth of knowledge that might otherwise be a concern with independent agents.