Some of the best uses of AI in call centres that I’ve seen focus on improving human interaction instead of getting rid of it. For example:

- Finding information in the background / performing an account health check instead of putting the caller on hold for 20 minutes.

- Helping newer consultants find the same offers experienced staff know about amongst 200 pages of active/targeted offers.

- Automatically documenting calls so when someone calls back, they don’t get a “sorry, I can’t find any notes about that on your account”.

- Giving the offshore call center consultant a customized script based on the active discussion instead of a generic one

(Yes, reading from a script is still bad, but at least this makes it somewhat more natural rather than it feeling like you’re talking to a lobotomised employee.)