Over the past year, much of the conversation around AI has been dominated by predictions of disruption and decline — claims that it will eliminate jobs or fundamentally dismantle the world as we know it.

There is no doubt that AI will change the world. It represents a new technological revolution. Roles will evolve, and some will disappear, much as they did during the Industrial Revolution. While mills were automated, craftsmanship did not vanish — it adapted and endured.

This is particularly relevant in the contact centre industry. Agents may understandably feel uncertain about their future, but what we are experiencing is not replacement; it is evolution. AI has the potential to enhance both customer and agent experiences by removing repetitive tasks, reducing wasted time, and allowing agents to focus on what matters most.

The most forward-thinking contact centres will use 2026 as an opportunity to empower their people — moving away from rigid scripts and towards genuine, human-led conversations built on empathy and understanding.

Over time, the value of human-led contact will become even clearer. AI can handle simple, transactional tasks efficiently, but reassurance, judgement, and personality remain uniquely human. A real conversation with a skilled agent will always be the gold standard.

This is an exciting and, at times, uncertain moment. But despite the headlines, human agents remain essential — and always will. Success lies in embracing innovation while understanding the balance between technology and humanity.

In many ways, this feels like the birth of the internet all over again — and we adapted then, too.

When you need support or assistance to develop your staff, you need Burn My Verb.

Wilf Voss is a highly experienced copywriter, training content developer, and learning facilitator with over thirty years of industry experience.

His career includes the design and delivery of major international events and marketing campaigns, as well as senior roles within the London 2012 Olympic and Paralympic Games and customer service leadership positions within large retail organisations.

Wilf brings significant value to both organisations and their clients by combining strong technical expertise with commercial insight, developed across a broad range of industries and sectors.