Do Automation and AI Mean The End of People-Based Customer Service?

We are a business with very different thinking. We’re constantly thinking about people; the people inside our business helping customers every day and the future for this industry.  Operating in the customer contact space, we are naturally very curious to understand the changing nature of customer service with the introduction of additional channels and automation.  It has widely been said by many industry analysts and experts that automation and AI will eliminate the need for people in the contact centre, our view is somewhat different to this, and we were keen to understand realistically in the next five years just how different the contact centre industry will look.

To help us gain some insight we teamed up with the Directors Club to ask leaders in our industry what they thought about the future of person to person communication. The Director’s Club surveyed 100 senior executives in their network across various organisations and drawn some interesting conclusions.

Some insights from this research revealed that:

  • 92% of organisations have a strategy in place to deflect a greater proportion of customer service queries to automated or self-service channels in the future.
  • 19% of organisations currently us Chat Bots and 16% use virtual agents for their customer service. In the future, 70% believe their organisation will use these.
  • 66% of organisations believe in the future contact centre agents will need a higher level of qualification/expertise compared to today.


Over the coming weeks, we’ll share the full research report with you and some additional information related to this topic.

We will also be presenting a webinar alongside the Directors Club on the 5th June to discuss the conclusions from this research.