In the age of modern contact centres, the rise of artificial intelligence (AI) poses both challenges and opportunities. As businesses embrace AI to streamline operations and enhance customer service, the role of human agents becomes a focal point of discussion. According to Dees Govender, an esteemed figure in operational excellence and innovation at Genii Analytics, the future lies not in a dichotomy of AI versus humans, but in a symbiotic relationship where AI augments rather than replaces human capabilities.
The importance of the AI-Human relationship in contact centres.
As AI continues to gain traction in the contact centre space, a key question surfaces: What is the role of the human agent in this new paradigm? According to Dees Govender, Executive for Operational Excellence and Innovation at Genii Analytics, the answer lies not in replacement, but in synergy.
Dees introduces the concept of Humanics—a term that encapsulates the uniquely human traits machines can’t replicate: creativity, empathy, critical thinking, social understanding, and nuance. These qualities are essential in contact centres, where real human connection can make the difference between a transactional call and a memorable customer experience.
AI, then, is not here to replace agents—it’s here to augment them. By automating repetitive and process-driven tasks (such as confirming call disclosures or checking compliance boxes), AI frees up agents to focus on what they do best: solving complex problems and providing compassionate, context-aware support.
AI-Human collaboration in Action
Dees and his team at Genii Analytics have seen firsthand how AI can work with humans, not instead of them. One example lies in quality assurance (QA). Traditionally, QA analysts could only review a small sample of calls due to time constraints. But with AI handling the “yes/no” components—like whether a script was followed or if a disclaimer was read—human assessors can now focus on the why behind call outcomes.
This human-AI partnership enables:
- Real-time agent guidance, where AI delivers prompts or next-best actions based on live call analysis.
- Sentiment analysis, providing agents with insights into customer emotions so they can tailor their responses.
- Escalation to human agents for emotionally charged or complex issues, where empathy and contextual judgment are required.
The result? Agents become more efficient and more empowered—leading to better performance, improved customer satisfaction, and greater job fulfilment.
Looking Ahead: A Thoughtful Partnership
A successful AI-human collaboration doesn’t happen by chance. It requires investment in training and reskilling. Agents must learn how to interpret AI-generated insights, respond to live AI prompts, and continuously adapt to new tools in their workflows.
Equally important is change management. As Dees notes, fear of job loss is real—and must be addressed through transparent communication, reassurance, and a shared vision of career evolution, not obsolescence.
While the possibility of fully autonomous AI-powered contact centres may exist in the distant future, Dees is confident that humans will remain at the heart of service delivery for a long time to come. There are simply too many variables—interconnected calls, context, emotional intelligence—that require human intuition and judgment.
His parting insight sums it up best: “It’s not about AI replacing humans. It’s about AI enabling humans to be better.” When thoughtfully integrated, AI doesn’t just make contact centres faster or cheaper—it makes them smarter, kinder, and more effective.
Looking forward, the integration of AI in contact centres must be approached with careful consideration for its impact on human agents. The success of this partnership hinges on proactive training, transparent communication, and a shared commitment to leveraging AI as a tool for enhancing human potential. As Dees Govender articulates, the future is not about sidelining humans but empowering them to excel in empathy, creativity, and nuanced problem-solving—qualities that remain indispensable in delivering exceptional customer experiences. In embracing AI thoughtfully, contact centres can indeed evolve to become not just more efficient and cost-effective, but also more intelligent, compassionate, and responsive to the evolving needs of their customers.
Watch the full discussion here: https://youtu.be/by6Gj0vjMw4
