Why Contact Center Jobs Won’t Vanish in the Age of AI

I don’t personally believe, as many commentators on claim, that contact center work will disappear entirely in the near future due to generative AI taking over all customer interactions.

There are several reasons why I think contact center work will continue to exist, albeit in a transformed capacity:

While it’s true that generative AI will likely replace most Tier 1 transactions—those that are repetitive and simple to manage—certain interactions will still require a human touch for some time. Complicated transactions, for example, that involve multiple layers of analysis across various platforms are difficult for AI to handle due to limited access and the complexity of integrating them into its models.

Regulated transactions are another area where AI will face hurdles. Legal frameworks will need to be updated before AI can handle certain sensitive tasks, which means humans will continue to be needed in these roles.

Customer preference is also a factor, particularly when it comes to high-value customers. Certain clients, such as those in therapy or medical fields, may prefer to interact with a human over AI, especially when the transaction requires empathy, trust, or a personal connection.

Moreover, I am a firm believer in American entrepreneurship and innovation. New products, industries, and services are constantly emerging, and as these companies develop and find their product-market fit, their customer service needs will grow. Although AI will reduce the overall number of human service associates, many businesses will still require human support for more complex issues that AI cannot fully address.

Along that line of thinking, companies evolve their products and services. No product or service is perfect in its initial iterations, and as businesses launch new offerings, they will inevitably face bugs and other issues that AI might struggle to troubleshoot. Since there may be no pre-existing data or transcripts for these new challenges, human associates will often be more effective in diagnosing and resolving problems during these early stages. In this dynamic environment of innovation and constant refinement, human customer service skills will continue to be essential.

Another important factor to consider is the blending of reactive and proactive customer service roles. Much of the current discussion in the industry focuses on reactive tasks, such as responding to customer inquiries. However, there is little talk about proactive outreach—situations where a customer service associate reaches out to the client before they even realize they need help. While AI can handle many Tier 1 proactive transactions, some clients may prefer to speak with a human for more complex, empathy-driven situations.

While generative AI will undoubtedly take over a significant portion of customer service tasks, the complete eradication of contact center work is far from certain. Human customer service associates will continue to play a vital role in handling complex, regulated, and empathy-driven transactions. Moreover, as new industries and products emerge, human input will be crucial, particularly in early troubleshooting and proactive customer support. Rather than going to zero, contact center work will likely evolve, blending AI efficiency with human insight where it matters most. 

Let me know what you all think!