Upgrade Call Agents to AI Supervisors
A contact center leader explains how launching four bots created new roles like bot manager without reducing the size of the customer service team.
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About this session
In this short from a contact centre summit, a customer service leader describes what happened when the team launched four bots. The contact center did not shrink; the number of agents stayed the same, but their roles changed.
One agent became a bot manager, responsible for the bot flows and for studying what the bots were deflecting and why. The QA team began reviewing bots as well as agents, and training got involved too. That new dynamic made the work more interesting and eased fears that AI would replace the team. The clip is designed for contact center leaders planning how roles evolve with AI.
Key takeaways
What comes out of it
Same team size. Four bots launched without cutting a single agent.
New roles. An agent became a bot manager overseeing flows and performance.
QA covers bots too. Quality teams review bots alongside human agents.
Less fear, more engagement. Clear new roles eased worries about replacement.
TranscriptRead the full session
00:00:00.00 I think that's the thing, we didn't actually reduce the size of our customer service team. With that project, we launched the four bots, but we kept the same number of agents. But their role transitioned a little bit. So we created new roles within the contact center for one of the agents. We made her a bot manager, whatever we called her. So her pure role then was to manage the bot flows and understand, look at all the stats for the bots, how they were deflecting, what topics they were deflecting. Even the QA team, the training team, everybody got involved in a different way.
00:00:34.20 You know, so we had QAs QAing the bots as well as QAs QAing the agents. And so it created a whole new dynamic within the team, which made it more interesting. And people weren't scared then, if our AI is gonna replace us, you know, we're all gonna be, you know, out of the job in a few months. It wasn't like that.
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