From automation to empathy: How Agentic AI is redefining the future of contact centres

As customer expectations continue to rise, contact centres are undergoing a profound transformation driven by Agentic AI. Siddharth Shah, Director – India, Zendesk, talks about how organisations can strike the right balance between automation and human touch, prepare teams for the great reskilling underway, and build resolution-focused contact centres that don’t just respond to customers, but genuinely earn their trust and loyalty.

The evolving role of the human agent in the contact center – what does this mean in the age of Agentic AI? What roles will change in the contact center and why?

Agentic AI is redefining the contact centre by fundamentally altering what it means to be a customer service agent. Many agents today still spend most of their time handling Tier 0 and Tier 1 requests like password resets, order updates and other predictable tasks, which are now increasingly automated by AI.

The anxiety within ...