AI Is Changing the Contact Centers Structure: Fewer Agents, More Analysts and Coaches

AI is reshaping contact centers from massive human teams into lean, data-driven units. Routine calls are being automated, while human roles shift toward complex emotional interactions, data interpretation, and agent coaching. The article explores new job roles emerging in AI-driven centers (e.g. conversation designers, quality analysts, AI supervisors), how KPIs are evolving, and what organizational structures deliver the highest ROI from automation.