Dialpad’s 2025 report says winning contact centers won’t be humans vs. AI, but humans with AI. Agents and supervisors both value accurate customer data, yet agents emphasize empathy and personalization while supervisors focus on speed, consistency, and costs. Customers want real-time help for simple issues and humans for complex ones, so the goal is a tailored human/AI mix (“invisible AI”) that augments people. AI can relieve hourglass org bottlenecks (coaching, CSAT on 100% of calls), and most workers expect to do more, higher-value work—though many feel undertrained. With 95% already using AI, success now hinges on AI literacy: clear strategy, structure, and support to upskill teams and align metrics with human outcomes.

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