Rehumanizing agent roles in the age of AI

Generative AI has changed the way the world works. In an era of instant gratification, consumers now expect instant answers. Nowhere is this more evident than in customer service. Support has moved from a value-add to a critical brand differentiator that can make or break the business. 

Customers expect nothing less than always-on, personalized service: lightning-fast resolutions, effortless interactions, and empathy at every turn. At the same time, human agents are drowning under surging ticket volumes, repetitive questions, and fragmented tools. When these forces collide, both customers and agents are left dissatisfied. And the solution lies in a thoughtful approach to AI that partners with humans and changes the narrative from agent burnout to customer success brilliance.

Burnout bleeds cost

According to McKinsey, 87% of agents feel stressed daily, and workloads continue to rise. Companies have rushed to solve this by merely adopting automation powered by AI, like chatbots. Yet 81% of customers say they would rather wait to speak to a live agent, proof that automation alone isn’t the answer, but requiring human agents for every query will only burn them out quicker.

I saw this firsthand when a friend of mine misplaced their passport while traveling. We were directed to an AI voice assistant, who couldn't understand the gravity of the situation. By the time we reached the human agent, they had no context about the issue and needed a full rundown of all details, costing precious time in a critical situation. We could see that the agent was scrambling to help us with the right answers and solutions with a human touch. 

Without technological and process changes on the ground, the situation will not change. It’s a direct threat to customer experience and operational efficiency, and it's expensive to replace talent, which you cannot substitute using only AI. 

The roadblocks to rehumanization

The potential for AI and human agents to collaborate is clear. According to Freshworks Global AI Workplace Report, 98% of employees who use AI are already getting time back in their work day thanks to AI, and they’re investing in being more productive, coaching other employees, and doing more creative or complex work.

But if the benefits are clear, why are nearly half of all businesses waiting on the sidelines? I see three significant challenges standing in the way:

1. Change reluctance and fear of replacement: Technology is continuously evolving. Legacy systems still have takers because change is hard, and the narrative around automation hasn’t helped. We must be more than willing to update and upgrade to technological advancements and assure agents that humans are still needed, but they will have to adapt.

2. AI hallucinations and errors: AI isn't perfect. It is still a work in progress and needs to improve. That's why human-in-the-loop workflows ensure that while AI accelerates work, humans maintain oversight and accountability.

3. Data and systems access: AI is only as smart as the information it can draw from. Its potential is limited without integration into unified platforms and quality data streams.

Read also: Building a connected omnichannel experience

AI: An ally, not a replacement 

It’s clear from the missing passport incident that AI alone, and a human alone, are not sufficient to resolve all queries. According to Freshworks’ 2025 CX Benchmark Report, more companies will continue to turn toward a combination of AI and human agents. Already, 1 in 3 companies are using AI tools to support customers. And nearly half of those not yet using AI plan to implement it in 2025. By year’s end, 79% of companies expect to be using AI in customer service.

When implemented with thought, insight, and empathy, AI in customer service becomes a driver of efficiency. Without overriding human effort, it makes the ride smoother, faster, and brilliant. AI instantly handles repetitive tasks, surfaces relevant context, and guides agents toward the best resolution paths. This frees humans to do what they’re uniquely brilliant at, like solving complex problems, building rapport—and being human. That’s rehumanization, shifting agents away from repetitive, mechanical tasks that AI will handle and shifting them toward empathy, creativity, and judgment. Their role will evolve, and that will help them do the thing that matters the most in CX: delivering exceptional experiences.

The rehumanized future: What ‘done right’ looks like

You don't get to a rehumanized agent experience overnight. The experience aims at giving back the vigor and the purpose of the job to the agents. That requires an empathy-first implementation, with a focus on relieving pain points rather than chasing buzzwords. Robust integrations should ensure AI can access and unify customer data. Continuous training is necessary, and organizations should keep both AI and human skills evolving. This would mean that it has been embedded into the flow of work. It has to be insightful, contextual, and aware.

AI isn't just another tool or plug-in; it becomes your agents’ always-on, digital twin, helping them provide the customer service you have benchmarked to do. In providing a state-of-the-art customer experience, your AI should become a partner, not an extra tab, helping agents spend more time resolving and less time searching.

“AI isn’t simply about technology—it’s about making technology accessible and solving real problems,” says Venki Subramanian, SVP of product management for CX at Freshworks. “Employees spend so much time on repetitive tasks. AI can take those over, freeing humans to focus on purpose‑driven work.” 

Picture this: The day starts, and agents clock in. From the get-go, they handle queries with ease and are energized. Repetitive queries never hit their queue. Every customer conversation begins with full context at hand. And AI proactively spots patterns before they become problems. The agent transforms from someone resolving queries and tickets to someone who crafts an exceptional support experience as a customer experience architect. Here, the job becomes about designing moments of delight, solving novel challenges, and being the human face of the brand. 

AI lifts, humans think

As Shep Hyken, CX expert and commentator, says: “The best technology doesn’t replace the human; it makes the human even better.”

We are at a watershed moment. The right tools exist to end the era of agent burnout and usher in an era of agent brilliance. But only if rolled out right. AI should be viewed as a catalyst for better customer support rather than a replacement strategy. It should restore agents’ capacity to do what only humans can. The magic lies in collaboration: AI brings speed, memory, and pattern recognition, while humans bring empathy, creativity, and judgment. Together, they can deliver the service that meets rising customer expectations without sacrificing the humans who provide it.