While automation in contact centers aims to streamline workloads, it often burdens agents with increased cognitive strain, as they manage AI responses alongside human empathy. Automation reduces call volume but complicates tasks, leaving agents to navigate difficult emotional interactions. This complexity can lead to agent burnout, as many report heightened stress levels from constant escalations driven by AI. To mitigate these effects, industry experts emphasize the importance of optimizing AI tools to enhance usability and build trust among agents. Clear communication and involvement in AI design are key, allowing agents to understand AI processes and reducing their cognitive load. Organizations should focus on sustainable operations that prioritize emotional well-being alongside efficiency. This includes tracking metrics reflecting agents’ mental effort, promoting a supportive work environment, and treating AI as a collaborative member rather than a commanding presence. By doing so, companies can improve retention rates and overall service quality.
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