Tethr, a Creovai company’s Post

There's been a lot of speculation about how AI will transform the role of the contact center agent in the next few years. But let's set the record straight: AI isn't going to replace human agents anytime soon. In fact, most customers still prefer speaking to a real person, especially when tackling complex issues. Did you know that live phone calls account for roughly 65% of all inbound interactions? Also, a recent study found that 70% of US consumers still choose live phone calls as their preferred customer service channel. Why? Because humans provide qualities that AI cannot—context, empathy, and problem-solving skills. But here's where AI's purpose comes in: Imagine the weight of repetitive tasks lifted from agents' shoulders, leveraging AI-generated call summaries, and making data-driven decisions faster. AI augments (not replaces) the human touch. In fact, according to a ContactBabel survey, while 100% of businesses see AI as a way to support their agents, only 26% believe AI could fully replace them. The future of customer service isn’t about choosing between agents and AI—it’s about combining their strengths to deliver exceptional experiences. Want to learn more? 📘 Download our latest eBook, Simplify Your Agent Experience to Deliver for Your Customers, and discover how AI can improve your contact center without sacrificing the human touch. Link in comments below! #CustomerExperience #AI #ContactCenter