AI reshapes customer Service, boosting efficiency and burnout
AI is changing the daily routine of customer‑service agents. Kaylee Harris at a credit‑card firm says AI cuts call volume and note‑taking, letting her focus more on customers. In contrast, Shannon from a telecom in Cardiff reports AI‑generated notes are often wrong, forcing her to write her own and adding to burnout.
Key points
- AI reduces admin for credit‑card agents, freeing time for customer interaction.
- Virgin Media O2’s AI voice agent launched in September handles routine issues, freeing human advisors.
PolyAI CEO Nikola Mrkšić argues that AI can relieve agents from abusive workloads, while Virgin Media O2 launched an AI voice agent in September to handle routine issues and free human advisors for complex cases. ArvatoConnect aims for 70 % of interactions to be handled by technology and 30 % by people; its tool for the Crown Commercial Service drafts supplier assessments with 97 % accuracy.
A MaxContact survey shows agent workloads rose from about 40 % in 2024 to more than half in the 2025/26 benchmark. Amanda Jones warns that automation may intensify work and reduce skill development, while Harris fears a focus on speed could hurt customer experience.
What a day in customer service looks like — as AI changes everything
CNBC Technology · 24 October 2026
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This text was published by CNBC Technology and written by Lindsay Dodgson. It is reproduced here with attribution so you can read it in full; the rights remain with the publisher. Read it at the source ↗
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