AI To Make Call Center Agents 'Superheroes,' Not Unemployed, Says Industry CEO
The Register, Friday, February 13th, 2026
Gartner says using AI to fix customer gripes could cost more than using humans by 2030
AI will not replace the people in the call center, but it will rejigger the software stack to make agents more capable of solving customer issues without the need to swivel-chair into multiple systems or escalate complaints, said Vasili Triant, CEO of UJET.
"The problem actually is the systems themselves, not the humans. It's what the humans have to deal with," Triant said. "So we believe AI has a huge, huge implication and impact on the customer experience base. We just believe it's going to happen a different way than all the messages happening today. So instead of the ROI being 'I'm going to remove humans.' Your ROI becomes 'I'm not spending money on a legacy application that doesn't need to be there anymore.' "