AI Makes Happy Agents, That Make Happy Customers

It’s Customer Service Week—a time to celebrate the unsung heroes of every brand: contact center agents. Yet, behind the scenes, many agents are facing unprecedented challenges. Namely:

• Multiple systems and work applications
• Lack of feedback and ongoing training
• Lack of scheduling flexibility

Additionally, customers are more demanding than ever before, with 36% reporting higher expectations than last year, and a staggering 78% saying they will switch to a competitor after a single poor experience. The message is clear: customer loyalty is fragile, and every interaction counts.

With the average annual attrition rate for contact centers between 30% and 45%, this cycle of high attrition and low job satisfaction is more than a business headache—it’s a direct threat to customer experience. Therefore, brands need a new approach to make their agents happy.

The Imperative of Agent Happiness

Agents are the beating heart of customer service. When they’re happy, supported, and empowered, customers feel it. But when agents are burned out, juggling multiple systems, lacking feedback, and facing frustrated customers, the ripple effect is immediate: longer wait times, less empathy, and ultimately, unhappy customers.

Enter artificial intelligence. AI can be used to automate the previously manual, repetitive parts of an agent’s role, such as call summaries. Automating these workflows is a win-win—agents have more time to use their empathy and understanding to handle complex customer queries and businesses benefit from increased agent capacity.

5 Practical—and Easy—Ways to Empower Your Agents With AI

When it comes to agent happiness, practical support is everything. Verint Copilot Bots are designed to make life easier for agents. It’s good news for businesses too. There’s no disruption to your CX ecosystem, no rip-and-replace, just seamless augmentation of existing workflows. Here are five ways these bots deliver real value, making your agents’ lives easier:

1. Smart Transfer Bot: Seamlessly routes customers from self-service to assisted service, passing full context to the agent. Agents receive real-time interaction data, customer history, and intent detection, so they’re never starting from scratch.
2. Knowledge Automation Bot: Provides proactive and reactive knowledge summarization based on the context of each interaction. Agents get instant, generative AI-powered answers from multiple sources, reducing time spent searching and boosting confidence in every response.
3. Coaching Bot: Delivers in-the-moment, contextually aware coaching during customer interactions. Whether it’s onboarding, training, or real-time support, agents receive just what they need—when they need it—without disruption.
4. Agent Virtual Assistant: Executes tasks and workflows on behalf of the agent, integrating with peripheral applications and data. From sending emails to summarizing knowledge, this bot lightens the load and lets agents focus on what matters most: the customer.
5. Wrap Up Bot: Automates post-call wrap-up, summarizing customer intent and resolution details. The Wrap Up Bot uses generative AI to deliver concise summaries directly within the agent workspace, saving time and ensuring every interaction is accurately documented. This means agents spend less time on admin and more time helping customers.

The Human-AI Partnership

AI isn’t about replacing agents—it’s about making their jobs easier, more rewarding, and less stressful. By automating workflows, providing real-time coaching, and surfacing actionable insights, AI frees agents to focus on what matters: building relationships, showing empathy, and solving complex problems.

When agents feel supported, customers notice. The result? Higher satisfaction, lower attrition, and more revenue.

In summary: Happy agents make happy customers. And in today’s demanding environment, AI isn’t just helpful—it’s imperative.

Let’s celebrate Customer Service Week by investing in the AI that empowers our agents and delights our customers.