Why empowered agents are your competitive edge in the age of agentic AI

The modern contact center is no longer defined by call volume and scripts. Today, loyalty is won or lost one interaction at a time, and the human agents on the frontlines make the difference between a customer who feels valued and one who leaves for good. That raises a critical question: Are we setting agents up for success?

For too long, the industry has treated contact centers as cost centers to be minimized. But the future is powered by agentic AI, a class of artificial intelligence that works autonomously alongside humans to support, personalize, and optimize. Agentic AI isn’t just a technology shift. It’s a mindset shift that transforms the contact center from a transactional hub into a strategic experience center.

From repetition to empowerment

Automation is no longer about efficiency alone; it’s about empowering the humans at the center of every experience. For decades, agents spent their days on repeat, handling the same requests again and again, often without the context needed to truly help their customers. It was frustrating work that regularly led to stress and burnout.

Today, AI is rewriting that story. Generative AI tools such as natural language processing (NLP) and machine learning can draft a helpful reply or surface a knowledge article in seconds. Agents can still bring their personal touch, but they no longer have to waste precious time searching or retyping.

If generative AI is the foundation that brings speed and accuracy, the next layer is conversational AI, which changes how agents interact with their tools altogether. Agents can simply ask for what they need and the tool will bring the knowledge forward in real time, guide agents step by step through interactions, and even handle routine tasks like wrap-up notes or sending chat responses in the background. By making technology more intuitive, it helps agents stay focused on the customer rather than the system.

Together, generative and conversational AI are taking the repetitive, time-consuming work off agents’ plates. In their place, they bring tools that draft content, surface answers, and enable more natural interactions. And as the next step, agentic AI builds on these capabilities, moving the role of the agent into new territory with even greater impact.

And the timing couldn’t be more important, as recent research shows that 53% of consumers will walk away after just one bad interaction and 85% of customer service leaders plan to explore or pilot customer-facing conversational generative AI solutions in 2025.

How AI elevates the agent experience

AI isn’t here to replace humans. It’s here to partner with them. By taking on routine tasks like answering FAQs, triaging tickets, or logging interactions, AI frees agents to focus on what only people can do: connect, empathize, and create memorable experiences.

When agents have AI at their side, they feel more confident. They have faster access to data, smarter recommendations, and more time for the conversations that matter most. In fact, research has found that agent efficiency improved by 31.1% when agent functions were automated, which translates to about 12 hours of time saved per week. Here are a few of the many ways AI makes that possible:

Faster knowledge access

Imagine never having to dig for an answer again because AI tools bring it to you instantly. Need a quick reply for a customer? It’s drafted and ready. Want a knowledge article that explains the next step? It’s pulled up before you even finish typing. It’s like having a colleague who always knows where everything is and quietly hands you exactly what you need, right when you need it. The result is faster resolutions, fewer clicks, and far less stress for agents.

More personalized interactions

With context pulled from past interactions, generative AI helps agents personalize every response. Instead of sending something generic, the system can pull in details like a customer’s purchase history, past issues, or even their preferred channel of communication. Customers feel recognized, and agents feel confident knowing they’re offering something tailored and relevant.

Stronger emotional support

Conversational AI can also pick up on a customer’s emotional state by reading sentiment across text, calls, or even video. If it senses frustration or urgency, it can alert the agent and suggest a different approach. That kind of real-time support helps agents stay empathetic and effective, even in tough conversations.

The next leap comes when those capabilities are paired with conversational interaction and agentic execution. Tools like Google’s Agent Assist, Microsoft’s M365 Copilot, and NiCE CXone Mpower Copilot for Agents are already showing what this looks like, bringing knowledge forward in real time and guiding agents step by step through each interaction.

And it doesn’t stop with agents. With NiCE CXone Mpower Copilot for Workforce Managers, supervisors can go beyond dashboards and reports, asking plain-language questions about KPIs like adherence or net staffing, receiving actionable insights, and even letting the system suggest and implement schedule changes automatically. It’s AI that helps agents in the moment and gives managers the insights to lead with confidence.

Better WFM, healthier teams

AI is transforming not just the way agents interact with their tools, but also how they experience their work. For many, the biggest challenge isn’t finding the right information in the moment, it’s managing schedules and balancing personal needs.

That’s where AI-driven Workforce Management (WFM) comes in. Intelligent scheduling tools now align shifts not just to agent skills and preferences, but also to cognitive load. By accounting for this, schedules become fairer, more sustainable, and less likely to cause burnout. These tools also factor in historical performance and can predict volume spikes, giving leaders the foresight to plan ahead with confidence. Behind the scenes, AI draws on dozens of algorithms and machine learning models to continuously refine forecasts and schedules. With each run, the system gets smarter, ensuring plans are accurate across even the most complex scenarios.”

AI also helps agents gain flexibility. They can self-swap shifts, request time off, or bid on schedules without endless back-and-forth. Meanwhile, AI-business rules automatically fine-tune staffing, add agents when demand spikes, and scale back during slower periods. These real-time adjustments happen automatically, optimizing coverage without the need for manual oversight.

AI also takes over tasks that once required a real-time analyst. Instead of supervisors manually sending reminders, the system delivers automated alerts and adaptive notifications. It might suggest a break when an agent needs downtime or adjust a schedule after a long call, keeping agents supported without disrupting KPIs. For businesses, this means precision planning and optimized performance. For agents, it means lower stress, greater flexibility, and the reassurance that their wellbeing is built into the system.

A new era of WFM

But scheduling is only part of the story. AI is also changing how supervisors and managers plan. In the past, even simple requests like a day off or a shift swap could mean long email chains and manager approvals. Now, everyday tasks are streamlined and agents can instantly see what’s pre-approved, make changes, and move on with confidence.

Copilot for Workforce Managers takes this a step further. Supervisors can ask, “What’s the best time to schedule training for these six agents?” and the system will suggest the optimal slots. Once confirmed, Copilot automatically updates the schedule. It’s a smarter, more proactive way to manage workforce needs, reducing admin work for managers and giving agents more clarity and flexibility.

And the possibilities go further. Future AI-enabled WFM systems could integrate wellness features like stress detection and nudges for mindful breaks. They might suggest the best time to use remaining PTO or recommend a reset before burnout takes hold. This sends a powerful message that employees aren’t just resources to be scheduled—they’re people whose happiness matters.

PayPal transforms workflows

PayPal, a global leader in financial technology, set out to transform its customer experience by embedding AI and automation into its global operations. Facing fragmented quality assurance processes, inconsistent coaching, and legacy workforce management systems, PayPal partnered with NiCE to drive measurable improvements.

PayPal now delivers objective, data-driven coaching, ensures regulatory compliance across key markets, achieving measurable results in workforce agility and employee satisfaction.

With NiCE, PayPal:

• Increased in customer sentiment scores across pilot teams
• Upgraded workforce scheduling efficiency across 131 management units
• Transitioned from manual QA to automated, 100% interaction-based scoring and insights

Read more about PayPal’s transformation.

Empowering agents

Customers still want the empathy, creativity, and connection that only humans can deliver. Agents thrive when they have the tools and flexibility to make those moments happen.

The future isn’t AI versus humans. It’s AI with humans. Agentic AI can handle the heavy lifting, while people bring the nuance and heart. Together, they will create experiences that are faster, more personal, and more meaningful.

The mandate for today’s leaders is clear. Stop managing agents as resources and start empowering them as partners. With smarter tools, greater flexibility, and real autonomy, agent roles will become careers worth keeping and every customer interaction will become an experience worth remembering.

Start empowering your agents