Robotic calls vs Human calls in a Contact Centre

When you call a company for support, would you rather talk to a robot or a real person? The answer depends on the situation, and that’s exactly why customer experience is impacted by the balance between AI-driven call systems and human agents.

Robotic calls in call centers can improve CX by handling routine tasks, freeing up human agents for complex issues, and potentially offering 24/7 support, while human calls provide empathy and nuanced understanding, crucial for complex situations and building customer relationships. 

While AI speeds things up, humans bring empathy—so how do brands get it right?

1. The Trade-Off: Efficiency vs. Human Connection

A. AI & Robotic Calls (IVRs, Chatbots, Voice AI led calls):

• What’s great? Fast, always available, and cost-efficient.

• What’s frustrating? Can’t always understand complex requests, and no one likes getting stuck in a never-ending menu.

  
  

Benefits of Robotic Calls -

·       Efficiency and Scalability:

·       AI-powered virtual assistants and chatbots can handle a large volume of routine inquiries, 24/7, without requiring human agents to be present at all hours. 

·       This allows businesses to provide seamless support across different regions and time zones, enhancing customer satisfaction and boosting operational efficiency. 

·       Improved First-Call Resolution:

·       AI can route calls to the most appropriate channel or agent, ensuring faster resolution and reducing wait times. 

·       AI can also provide agents with real-time contextual information to help them resolve issues more quickly. 

·       Personalized Interactions:

·       AI can analyze customer data and sentiment to personalize interactions and offer tailored solutions. 

·       This can lead to a more positive customer experience and increased satisfaction. 

·       Cost Savings:

·       By automating routine tasks, AI can reduce the need for human agents, leading to cost savings for businesses. 

·       AI can also help optimize staffing levels and improve agent productivity. 

·       Data Collection and Analysis:

·       AI can collect and analyze customer data to identify trends and patterns, helping businesses improve their products and services. 

·       This data can also be used to personalize customer experiences and improve customer satisfaction. 

B.Human Calls (Live Agents):

• What’s great? Real conversations, empathy, and the ability to solve tricky issues.

• What’s frustrating? Longer wait times and inconsistency in service quality.

  
  

Benefits of Human Calls (Live Agents): AI is great for quick tasks, but customers still need human interaction for more personal and complex issues.

·       Empathy and Understanding:

·       Human agents can demonstrate understanding and empathy, which is crucial for building customer relationships and resolving complex issues.

·       Customers often seek reassurance and understanding during grievances or complaint resolutions, and human agents are better equipped to provide this.

·       Nuanced Problem Solving:

·       Human agents can handle complex and emotionally charged situations that AI may not be able to resolve.

·       They can also think outside the box and find creative solutions to customer problems.

·       Building Customer Relationships:

·       Human interactions can help build trust and loyalty with customers.

·       Customers appreciate being able to speak with a real person, especially when they have complex issues or concerns.

·       Upskilling Agents:

·       As AI handles more routine tasks, human agents can focus on more complex and value-added tasks.

·       This can lead to a more skilled and engaged workforce.

·       Mitigating Risks of AI:

·       Human agents can help mitigate the risks of AI, such as bias or errors.

·       They can also provide a human touch when customers are dissatisfied with AI interactions. 

2️. CX can potentially be poorly impacted by either-

Common complaints from robotic calls:

• The endless “Press 1 for…” menu loop (We’ve all been there).

• Bots that don’t “get” what you’re saying.

• No emotional intelligence – they can’t hear your frustration or urgency.

  
  

Human Calls Can Also Frustrate Customers:

While human agents bring empathy and problem-solving skills, they aren’t always a perfect solution. Long wait times, untrained agents, or scripted responses can be just as frustrating as dealing with a bot. Customers get annoyed when:

• They’re transferred multiple times without resolution.

• The agent reads from a script instead of truly listening.

• They have to repeat their issue to multiple people.

Well-trained agents are key - AI-assisted prompts, and shorter wait times can make human-led CX as smooth as possible

Recommended CX Approach: Let AI handle simple tasks but make it easy for customers to reach a human when they need to.

3. When AI Works & When Humans Are Essential

AI is great for:

• Checking order status, billing inquiries, FAQs.

• Authenticating callers before handing off to a human.

Humans are needed for:

• Complaints, refunds, emotional support.

• Anything that needs real judgment and decision-making.

Examples of AI Applications in Call Centers:

·       Automated call routing: Directing calls to the appropriate agent or department. 

·       Chatbots: Providing instant answers to common questions and resolving simple issues. 

·       Virtual assistants: Handling complex tasks and providing personalized support. 

·       Sentiment analysis: Identifying customer emotions and adjusting interactions accordingly. 

·       Predictive analytics: Forecasting customer needs and optimizing staffing levels. 

·       Robotic Process Automation (RPA): Streamlining tasks such as data entry and document processing. 

The best experiences come from a mix—AI for speed, humans for trust and care.

4️. The Future: AI + Human Teams Working Together

The best brands are blending AI with human support:

• AI detects customer frustration and escalates to a real person.

• Better voice AI is making conversations feel more natural.

• Personalization is key—AI will soon predict what customers need before they even ask.

  
  

The future of call centers lies in a hybrid approach that combines the efficiency of AI with the empathy and understanding of human agents. AI can handle routine tasks, while human agents can focus on complex and emotionally charged situations. This approach can lead to a more efficient and customer-centric call center operation

The Bottom Line: AI shouldn’t replace humans—it should support them. The best CX happens when robots handle the routine, and humans handle the relationships.