{"id":4733,"date":"2025-04-16T14:01:43","date_gmt":"2025-04-16T14:01:43","guid":{"rendered":"https:\/\/contentgurustg.wpenginepowered.com\/en-gb\/?post_type=resource&p=4733"},"modified":"2026-02-19T11:41:34","modified_gmt":"2026-02-19T11:41:34","slug":"ai-powered-agents","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/ai-powered-agents\/","title":{"rendered":"AI-Powered Agents Help Humans Help Humans"},"content":{"rendered":"\n\n
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Blogs<\/div>\n

AI-Powered Agents Help Humans Help Humans<\/h1>\n
Published: April 16th 2025<\/div>\n <\/div>\n <\/div>\n\n \n <\/section>\n\n\n\n\n\n
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If you\u2019re been tuned into the conversation around generative AI in the contact center recently, or even logged on to LinkedIn you might be under the impression that generative AI is a cure-all to CX ills. You might think that the general public, including your customers, is chomping at the bit to have their issues resolved by a shiny, new, fully automated AI contact center. The reality, of course, is not so positive.<\/p>\n

To the average customer, a chatbot is a chatbot. Perhaps it\u2019s a little more fluent, a little more responsive, but it is not a human being.<\/em><\/strong> It can\u2019t act independently, it can\u2019t advocate for the customer within an organization, it can\u2019t react intelligently and empathetically, based on years of experience of both your organization and being alive generally. The data is unequivocal on this point: nearly 90% of customers would prefer to speak to a human being over a chatbot<\/em><\/strong><\/a>.<\/p>\n

The AI revolution only succeeds if it serves the broader mission at the heart of Customer Experience: to help humans help humans<\/em><\/strong>.<\/em><\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n\n\n\n\n

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Your Customers Want to Speak to a Human<\/h2>\n

When the option is available, your customers will always opt for the sense of empathy and security you get from interacting with a human agent. It\u2019s easy to understand why; every customer has a strategic incentive to secure the best possible quality of service. Every customer believes their issues to be the most important. The problem is, they\u2019re not. AI chatbots let you automate customer interactions in a way that cuts costs and streamlines the most common, simplest interactions. Not every customer needs human support, but that doesn\u2019t mean they\u2019re going to be enthused about speaking to an AI.<\/p>\n

The best AI use cases then, don\u2019t try to replace the human element. Take the human away and you\u2019re not providing customer service, so much as customer obfuscation. The best AI use cases enhance human agents to deliver outstanding CX; they help humans help humans<\/em><\/strong>.<\/em><\/p>\n

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\"Customer<\/p>\n

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The AI-Powered Agent<\/h2>\n

Over the next decade, the key competitive differentiator between businesses will be this: which businesses care for customers, and which palm their CX off to automated chatbots. The businesses that offer a true human experience will build a reputation for quality, care, and reliability. But how do you make human-centric CX cost-effective? The answer is in the AI-powered agent<\/em><\/strong>.<\/p>\n

AI excels at information management tasks; providing human users with relevant and concise data, updating systems of record with new details, and automating the painful admin that takes up so much of the human agent\u2019s time. Humans, on the other hand, excel at dealing with humans. They can respond flexibly, independently, and empathetically, but they tend to find admin and data management mind-numbingly boring.<\/p>\n

Let AI do what AI does best. Let humans do what humans to best.<\/p>\n

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\"Mission<\/p>\n

<\/h2>\n

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AI Interaction Transcription: The Case of Serco & Restart<\/h2>\n

Serco works with the British Department for Work and Pensions to deliver the \u2018Restart\u2019 scheme; an initiative to support jobseekers in finding work, by connecting them with expert advisors and helping them prepare up-to-date CVs.<\/p>\n

The scheme arranges 1-to-1 meetings between jobseekers and advisors, following which the advisor draws up a professional CV that the jobseeker can take to potential employers. These meetings have to be quick, there\u2019s no time for delays, but there\u2019s also a need to take accurate notes, to ensure that the jobseeker receives the highest quality CV. The note-taking process was adding upwards of 30 minutes to every advisor meeting.<\/em><\/strong> On top of that, it\u2019s essential to offer an empathetic experience; giving job seekers the motivation to continue the search is just as important as giving them the resources.<\/p>\n

Serco deployed generative AI to transcribe and summarize these interactions in real time. The advisor records the meeting and that recording is transcribed through Natural Language Processing, those transcripts are subjected to generative AI to summarize content, and automatically generate a CV that the advisor can then review and approve.<\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n\n\n\n\n

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A Vision for the AI Contact Center<\/h2>\n

Extrapolate that out across all kinds of customer interaction. Instead of CVs, imagine typical post-call work. Filling out post-call forms consumes nearly a third of agent time.<\/a> If AI can automate that, it can create super-powered agents<\/em><\/strong>. No more time wasted on post-call admin; agents can get right on to the next interaction.<\/p>\n

And that\u2019s not the only way AI can support agents. Real-time script suggestions can produce hyper-personalized, \u2018next-best-action\u2019 hints that guide the agent through an interaction. These hints can incorporate customer data, interaction history, and your own organization knowledge articles to support the agent in delivering an empathic, efficient experience.<\/p>\n

All this isn\u2019t to say that AI-powered chatbots don\u2019t have a place in the contact center. In the future, they\u2019ll be even more instrumental in handling high levels of contact demand. It\u2019s important to remember that today\u2019s AI is the worst it\u2019s ever going to be.<\/em><\/strong> In the future, AI is only going to get better<\/em><\/strong>. As agentic systems, for instance, develop, more contact center tasks can be safely offloaded to fully automated AI agents. But we can\u2019t afford to forget the core of CX; the customer. And customers want experiences that are fundamentally human<\/em><\/strong>.<\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n","protected":false},"excerpt":{"rendered":"

You might think that the general public, including your customers, is chomping at the bit to have their issues resolved by a shiny, new, fully automated AI contact center. The reality, of course, is not so positive. <\/p>\n","protected":false},"featured_media":6120,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[46],"resource_type":[5],"resource_folder":[73],"class_list":["post-4733","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_topic-lead-in-cx-and-ai","resource_type-blogs"],"acf":[],"yoast_head":"\nAI-Powered Agents Help Humans Help Humans - Content Guru<\/title>\n<meta name=\"description\" content=\"You might think that the general public, including your customers, is chomping at the bit to have their issues resolved by a shiny, new, fully automated AI contact center. 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