Contact centers are at an inflection point, where human agents and AI are learning to work side by side. While chatbots and voicebots handle the repetitive queries, human agents are focused on resolving the more complex customer interactions.
This mix is reshaping how contact centers operate by ensuring that every customer interaction receives immediate and more personal support.
A McKinsey study further states that 57% of customer care leaders expect call volumes and expectations to rise over the next 1–2 years. This hybrid model proves to be the new backbone of customer service in our current, increasingly digital, world.
The shift in trends show that true efficiency comes from people and AI moving in sync. In this blog, we will look at the top four trends shaping this shift in contact centers, so your team stays agile.
Trend 1: Real-time Agent Assist
According to Forbes, about 83% of customers expect someone to repsond immediately when they call a contact center.
Real-time agent assist tools keep up with this growing expectation and rising call volumes. These systems use Voice AI to turn speech into on-screen text utilizing natural language processing (NLP) and machine learning (ML).
This means the system now pulls up short knowledge snippets while the conversation is happening. Agents no longer need to pause or dig through manuals. The right answer appears in front of them while they talk.
This kind of support is gaining traction quickly. Market.us reports that the global real-time AI Agent Assist market could grow from $4.4 billion in 2024 to $124.6 billion by 2034. This scale of growth shows how central it is becoming in contact center operations.
Real-time agent assist tools are especially useful for new hires who are still learning processes and policies. They can also help experienced human agents work faster by cutting down on search time and reducing errors.
Some systems go a step further and flag customer intent or frustration as it happens. Therefore, agents get a chance to offer the right solution before the call escalates. A small shift in workflow can have a big impact on call quality.
Trend 2: Multimodal Orchestration
Contact centers are starting to utilize voice agents that can do more than just talk to customers. They can jump between systems (CRM, ticketing, backend databases, etc.,) and perform tasks automatically.
For instance, the AI agent can retrieve order history and open a support request if a customer inquires about a delayed order. Instead of clicking between screens, the human agent can concentrate on the conversation because everything is visible in one place.
Voice-driven orchestration is becoming essential for handling complex workflows without slowing down calls. Here’s how it works:
| Customer speaks > Voice AI captures audio > Converts to text > Detects intent > Triggers actions (update CRM, create ticket, fetch data, send alerts) > Displays results to agent in real time |
Trend 3: Using Gen AI for Handoffs
Call center handoffs can be a weak point in customer service. Customers often have to repeat themselves, which around 28% of them hate to do on the same call, according to Document360. And agents? They spend extra time reviewing what was already discussed. Generative AI can help with that.
Using large language models, the system can summarize a conversation as it happens, highlighting key details, previous actions, and the customer’s main concern.
When the call moves to another agent, the summary is ready. The next agent sees the context immediately and can continue the conversation, making handoffs faster and less frustrating for everyone involved.
It’s very useful in busy contact centers where calls often move between multiple departments. While the AI doesn’t make decisions for the agent, it removes the repetitive work of catching up on the conversation.
Many centers that have started using these tools report smoother transfers and fewer errors.
Trend 4: Predictive Queue Management
Long wait times have always been a challenge for contact centers. Even when enough agents are available, uneven call surges can leave customers on hold for too long.
Predictive queue management uses AI to get ahead of this problem. It assesses incoming call patterns, agent availability, historical data, and more to forecast wait times before queues build up.
When wait times are expected to rise, the system can respond automatically. It does so by:
- Adjusting routing to match each customer query to the best agent
- Offering callbacks to help contact centers reduce customer frustration
- Deflecting certain calls to self-service options so customers get answers to basic queries
As a result, customers now have faster alternatives while keeping queues under control.
From Metrics to Value: Enterprise Gains with Voice AI
Voice AI is driving real, measurable improvements in call centers and, more broadly, in any organization that handles customer support. Here’s what these improvements look like:
1. Lower Average Handle Time (AHT)
AI-powered voice agents can reduce handle times by up to 40%, according to Stratosphere Networks. Real-time call guidance, automatic knowledge retrieval, and backend updates help agents resolve issues faster.
2. Higher First Call Resolution
Chat Data reported that AI voice agents now achieve first-call resolution rates of around 98%, compared to the 71% industry average. Agents have instant access to context and resources, which allows them to solve customer issues on the first interaction more consistently.
3. Reduced Customer Churn
Faster and accurate resolutions improve the overall experience. Organizations reduce follow-up calls and improve long-term customer value by lowering AHT and raising FCR.
Voice AI: The Catalyst for Next-Gen Customer Service
Contact centers are shifting from cost centers to true customer experience hubs. Voice AI is helping teams handle calls more effectively, reduce wait times, and ensure issues are resolved during the first interaction. This shift improves metrics and also changes how customers perceive your brand and how human agents spend their time.
When integrated thoughtfully, voice AI can aid organizations in delivering faster and tailored customer service.
For teams ready to modernize their contact center operations, Kapture CX provides a platform that brings these capabilities together. Kapture’s Voice AI Agents helps your system remember context to deliver personalized customer interactions at scale.
With powerful orchestration and multilingual support, this agent keeps things moving so that your team stays ahead of the curve.
Book a personalized demo to engage your customers in meaningful conversations today!
