AI adoption is accelerating in customer service, with Google searches for “AI call centre” rising 56% in the past year and more than half of Australian businesses already using AI in some form.
Daniel Harding, Director of Operations at MaxContact Australia, outlines how AI is reshaping contact centres. He said:
“AI isn’t just a buzzword any more, it’s already transforming the way contact centres operate. From predictive call routing to virtual agents, AI is cutting customer wait times by as much as half, while helping businesses deliver faster, smarter and more personalized service.
The technology works by automating any of the routine enquiries you receive. This gives a larger majority of customers instant answers and frees up any human agents to focus on more complex conversations.
Instead of being left on hold, customers are either directed efficiently to the right resource straight away or guided through self-service options.
That means faster resolutions and less frustration. AI isn’t only making life easier for customers, it’s also making life easier for the people who work in the industry.
Latest figures showed that nearly four in five agents were reporting a reduction in repetitive tasks, improving overall productivity and job satisfaction.
And while there’s often a fear that AI will replace call centre agents, the truth is AI is there to support, rather than replace.
Machines bring speed, consistency and 24/7 availability, while humans bring empathy, intuition and emotional intelligence. Together, they create the kind of service today’s customers expect.”
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About MaxContact
MaxContact is the AI-powered customer engagement software that helps you turn every customer conversation into a high-impact, revenue-driving moment. We empower your teams to connect smarter, perform better, and scale faster – without losing the human touch. Find out more about MaxContact
Author: Hannah Swankie
Reviewed by: Rachael Trickey
Published On: 24th Sep 2025 - Last modified: 30th Sep 2025
Read more about - Latest News, MaxContact
