How do we find the sweet spot between AI and empathy? That was the big question tackled during our recent Contact Centre Network webinar, “Humanology – how do we balance Humans and Technology?” With expert insights from Kane Sims (VUX World) and Jimmy Hosang (Mojo CX), the conversation spanned from AI myths to agent enablement, and everything in between.
The AI Hype Cycle: Cutting Through the Noise
“There are no myths,” Kane joked as the webinar kicked off. “Everything you hear is true—AI is going to replace us all!” But of course, the reality is much more nuanced.
According to Kane, while large language models (LLMs) have created waves in customer service, they’re not a magic bullet. “What we’re seeing is a pendulum swing—from AI being hyped as a miracle cure to a more grounded understanding of its role as a set of enabling technologies,” he explained. “It’s not about one system doing it all, but the orchestration of many different technologies working in harmony.”
Jimmy echoed the sentiment, likening today’s AI trends to the early days of digital transformation. “We used to think a CRM could fix everything,” he said. “Now it’s AI. The truth is, AI is a tool—but without a strategy, it’s just another shiny object.”
Skills, Not Software: Reframing the Contact Centre Toolkit
One of the most powerful takeaways was the shift from thinking in terms of technology to thinking in terms of skills.
“Take workforce management,” Jimmy said. “People treat it like a software product. But really, it’s a collection of skills—forecasting, scheduling, real-time management. Why pay a fortune for WFM software and still need a human to do manual data entry? That’s a task ripe for AI.”
Kane added that this skills-based mindset helps demystify where and how AI can be applied. “If you break the customer journey into a series of discrete tasks or ‘skills’, you can decide which of those are best suited for automation, which require human judgement, and which need both.”
Orchestration: The Missing Link
The word of the day? Orchestration. Without it, all the AI in the world won’t deliver real value.
“A lot of contact centres are good at lean, good at process improvement,” said host Garry Gormley. “But where they struggle is in orchestrating journeys end-to-end. That’s where they need a map, and the clarity to decide where AI adds value.”
Kane agreed. “The key is knowing what you’re trying to achieve. Start by mapping customer needs and existing journeys. Identify the gaps. Then build solutions that direct customers to the right channel—whether that’s AI, self-service, or a human agent.”
Jimmy emphasized the importance of starting small but thinking big. “It’s not about going full agentic AI overnight. Start with auto-QA, coaching support, workforce tweaks. Then layer in higher-value orchestration once your data and systems are ready.”
Tier One vs. Tier Two: The Automation Dilemma
As more organisations begin to automate tier-one customer service tasks, questions naturally arise: What happens to the humans?
“We’re not eliminating humans—we’re removing friction,” Kane explained. “If AI can handle password resets or address changes, great. That frees up agents to focus on empathy-heavy, complex interactions.”
But Jimmy raised a caution flag. “Be careful. If you take away all the simple tasks, agents are left only with the hardest problems. That’s a recipe for burnout. We need to support those agents more, not less.”
Their solution? Better tooling, contextual prompts, and automated data gathering to lighten the load. “Team leaders should be spending 70% of their time coaching, not data wrangling,” said Jimmy.
Voice AI and Empathy: Friends or Foes?
Panelist Sandeep raised a key question from the audience: Can we use AI to mimic human empathy?
“We have to be careful here,” said Kane. “We don’t want to start the relationship on a lie. Customers should know when they’re speaking to a machine.”
That said, he sees promise in newer voice AI tools like Eleven Labs and Sesame that can mirror tone and emotion. “Empathy isn’t always about sounding human—it’s about understanding context and responding appropriately.”
Jimmy added a surprising insight. “Sometimes people prefer talking to AI. It feels less judgemental. And when it comes to coaching, many agents prefer AI feedback—it’s less personal.”
From Insight to Action: A Transformational Opportunity
So what’s next?
“Many contact centres are stuck at auto-summary, QA, and call selection,” Kane noted. “The real value comes when you automate full customer journeys—from identification to resolution. That’s where orchestration, agent support, and process redesign converge.”
Jimmy took it a step further: “The holy grail? A personal customer concierge powered by AI. One day, human agents will interface with a customer’s AI, not the customer themselves.”
Until then, the message is clear: AI isn’t a threat—it’s a co-pilot.
Final Thoughts
“This is the biggest opportunity contact centres have ever had,” Kane concluded. “Those who embrace AI with clear goals and thoughtful design will thrive.”
Jimmy summed it up with his trademark wit: “I’ve got a magic AI button on my desk. It doesn’t work, but everyone pretends it does. Let’s stop pretending and start doing.”
If you’re ready to orchestrate a better future—for your customers, agents, and bottom line—start with your journeys, define your skills, and invite AI to do what it does best.
And remember, in a world of automation, it’s the human touch—applied at the right time, in the right way—that will always set you apart.
For more insights, connect with Kane at VUX World and Jimmy at Mojo CX—or reach out to us at the Contact Centre Network.
