AI is already replacing a lot of call center agents

By automating low complexity calls, AI eliminates the need for these agents, and payroll no longer gets sucked up by the lower end of the performance bell curve.

My non-politically correct point of view for the day:

AI is already replacing a lot of call center agents, and as the technology progresses, it will continue to handle an increasing percentage of customer interactions. But to be clear: if I thought that AI was going to replace all call center agents, I wouldn't be investing heavily in scaling InflectionCX, our CX outsourcing business.

So, who gets replaced in this equation?

In my opinion, it's the "job hoppers" and the agents who only handle basic call types because they don't invest in their career and are quick to move on to the next call center that's "urgently hiring." These agents are typically the ones who drag down overall performance and contribute to high attrition rates, which is a massive expense for any contact center.

By automating low complexity calls, AI eliminates the need for these agents, and payroll no longer gets sucked up by the lower end of the performance bell curve. As a result, organizations can truly focus on acquiring and retaining the best talent.

At InflectionCX, if an agent is handling a call, it's because it can't be automated by Xaqt. Period. That means the agent we want handling that customer interaction has to be a rockstar. Rockstar agents don't want to work with mediocre peers that bring them down. They want the best tools to do the job and the best culture in which to do it.

That's why we're structuring our entire company around this mindset. If you're a BPO making money off "butts in seats" and commodity level CX, the music is about to stop. And if you're an employee just making the rounds, then AI is knocking on your door.

AI is not here to replace all call center agents, but it is already transforming the industry. Organizations that embrace this change and focus on acquiring and retaining the best agents will be the ones that succeed.

And if you're an agent or supervisor looking to join an organization focused on the best talent and building long term career trajectories, then hit me up.