The contact centre industry stands at a crossroads. While AI and automation promise operational efficiencies, the question isn’t whether to adopt these technologies—it’s knowing when human intervention delivers superior outcomes.

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Our recent webinar explored this critical balance, featuring insights from consumer research and practical demonstrations of how intelligent systems can support, rather than replace, human agents.

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The Klarna Case Study: A Cautionary Tale

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Klarna’s highly publicised move to replace 700 human agents with AI initially appeared triumphant. The fintech company reported handling 2.3 million customer conversations in the first month, with average handling times dropping from 11 minutes to just 2 minutes.

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However, within months, Klarna pivoted. Their CEO admitted that an excessive focus on cost cutting had compromised service quality and brand reputation. This real-world example demonstrates that automation alone cannot solve every customer service challenge.

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What Customers Actually Want

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Our research surveying over 1,000 UK consumers reveals clear preferences for human interaction in specific scenarios:

• 70% prefer speaking to humans when explaining specific situations
• 67% want human support during emergencies
• 65% need human assistance for complex account queries
• 61% require human interaction when making complaints
• 59% prefer humans when negotiating terms

These statistics highlight that complexity isn’t the only factor—emotional intelligence, reassurance, and trust-building remain distinctly human capabilities.

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The Challenge of Getting Inbound Right

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Modern customers expect fast answers, clear communication, and empathy. Yet they also want to speak to the right person without navigating through endless automation loops.

Our research identified key friction points:

• 55% of consumers abandon calls due to excessive wait times
• 35% disconnect because agents don’t understand their situation

This represents missed connections and lost opportunities. The solution lies in using automation strategically—for routing, triage, and self-service—while ensuring human agents can focus on conversations where they add genuine value.

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Intelligent Routing: Getting Customers to the Right Place

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Effective contact centre operations start with connecting customers to the appropriate team member immediately. Smart routing eliminates the frustration of multiple transfers whilst maintaining operational efficiency.

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Key routing capabilities include:

• Dynamic queue management based on agent availability and skills
• Priority routing for vulnerable customers or high-value accounts
• Overflow management to alternative queues when primary teams are busy
• Callback options that preserve queue position whilst improving customer experience

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Supporting Agents During Critical Conversations

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When complex calls reach human agents, they need comprehensive support systems. Real-time coaching tools ensure agents can handle challenging situations confidently:

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Live Coaching Features:

• Silent monitoring for quality assessment
• Whisper coaching for real-time guidance
• Message alerts for compliance reminders
• Script assistance with objection handling prompts

Knowledge Management:

• Configurable scripts and guides
• Message-of-the-day notifications
• Ticker updates for campaign information
• API integrations for customer data access

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Post-Call Analytics and Continuous Improvement

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Spoken AI analytics transforms every conversation into a learning opportunity. Rather than replacing quality assurance teams, these tools enhance their capabilities:

• Compliance monitoring tracks script adherence automatically
• Sentiment analysis identifies emotionally charged conversations requiring review
• Performance benchmarking recognises top performers and coaching opportunities
• Conversation insights reveal common objections and successful resolution strategies

This data-driven approach provides consistent, objective feedback for coaching sessions whilst identifying trends across the entire operation.

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Key Takeaways for Contact Centre Leaders

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• Strategic AI Implementation: The most successful contact centres use AI for triage, routing, and information gathering—not as a complete replacement for human interaction.
• Escalation Planning: Clear handoff protocols between automated systems and human agents prevent customer frustration and ensure seamless experiences.
• Agent Empowerment: Equipping human agents with real-time support tools and comprehensive training maximises their effectiveness on complex calls.
• Continuous Learning: Post-call analytics drive ongoing improvements in both individual performance and overall operational efficiency.

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The Path Forward

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Contact centres that thrive will master the integration of AI capabilities with human expertise. Automation handles routine tasks efficiently, whilst skilled agents focus on conversations requiring empathy, problem-solving, and relationship building.

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The goal isn’t choosing between technology and human agents—it’s orchestrating both to deliver exceptional customer experiences whilst achieving operational objectives.

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Ready to Transform Your Contact Centre?

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Book a personalised demo to see how our solutions can help your team drive growth and improve operational efficiencies.

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Book Your Demo →

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