Companies shift from human-driven service to AI contact centers

Apr 08, 2026, 08:32 am

		0
Concept image of a customer center where human and AI roles intersect. / Image generated by AI

Companies are rapidly transforming customer service operations by adopting AI-based contact centers (AICC), reducing reliance on human labor and improving efficiency.

AICC refers to next-generation customer service systems that automate consultation and problem-solving processes. The technology is expanding across industries including retail, travel, finance, and manufacturing.

Traditionally, customer centers relied on hiring and training staff to maintain service quality. However, fluctuating demand and variations in staff experience created inefficiencies and inconsistent service levels. As a result, companies are increasingly turning to AICC to enhance both operational efficiency and service quality.

According to industry sources, customer service operations are shifting from a workforce-centered model to a workflow-driven system. Repetitive and standardized tasks are handled by AI, while human agents focus on complex problem-solving, emotional engagement, and customer relationship management.

This transition is supported by advancements in AI technology. Modern AICC solutions go beyond simple automated responses to understand customer context, integrate multiple communication channels, and maintain consistent response quality.

Sendbird, for example, offers an AI agent-based AICC solution that separates consultation tasks from operational management through a “decoupling” approach. AI handles customer interactions, while system-level controls manage quality and policy.

Companies are already seeing tangible results. Hanssem reported a 90% inquiry resolution rate after implementing AI-driven consultation systems across its entire service process, from assembly to delivery.

In the delivery sector, Coupang has introduced AI-based customer service for its “Rocket Now” service in Japan. The system was built within 29 days and now handles over 70% of inquiries, with complex cases transferred to human agents in real time through a hybrid model.

Industry experts view AICC as a “game changer” that simultaneously reshapes cost structures and customer experience. By reducing dependence on human agents while maintaining consistent service quality, companies can achieve both efficiency and scalability.

The shift is also expected to reshape labor structures. Routine inquiries are increasingly handled by AI, while human agents transition to higher-value roles such as complex issue resolution and customer relationship management.

An industry official said, “Customer service competitiveness is no longer determined by the number of staff, but by system design capabilities. In the future, customer centers will evolve from labor-intensive operations into technology-driven service industries.”

#AICC #AI contact center #automation #customer service #Sendbird