As customer expectations rise and contact centre work becomes more complex, agents are under more pressure than ever.

In our State of Contact Centres 2026 research, workload is the top challenge for agents – yet simply adding AI tools can sometimes make things worse: more screens, more checking, and higher cognitive load.

The difference between success and frustration often comes down to workflow: whether AI is embedded in a way that removes manual effort, improves consistency, and supports better human judgement on complex interactions.

Drawing on the State of Contact Centres 2026 research and independent industry insights, this session takes a grounded look at AI support for agents in 2026 – what's working, what isn’t, and what’s realistic over the next 6–12 months.

You’ll leave with a clearer idea of how to deploy AI in ways that reduce agent effort, strengthen service quality, and help you retain and develop your most valuable people.

You’ll learn:

• The foundations for success: data readiness, governance, and change management for agent-facing AI
• High-impact use cases: where AI reliably reduces effort (and where it often adds friction)
• Adoption that sticks: how to pilot with agents first and build confidence before scaling
• Turning insights into improvement: how to use AI outputs to strengthen coaching and quality
• Measuring what matters: KPIs to prove impact on effort, quality, and ROI