AI, Customer Experience And The Human Factor In Contact Centres
ITWire, Thursday, July 31st, 2025
In this article, Richard Lundgren from Calabrio discussed how the modern contact centre is enhanced by AI, but also requires an element of human focus.
1. How are Australian contact centres approaching AI in 2025?
AI adoption in Australian contact centres has surged, with 98 percent of centres now using or at least considering AI in some capacity. What we're seeing is a move beyond the experimental phase: AI is no longer about future potential; it has become an operational necessity to meet modern customer demands. However, many organisations are still refining their strategies, working to ensure that AI is not just bolted on, but embedded in a way that enhances both operational performance and the overall customer experience.