AI is transforming the way contact centres work, handling everything from simple queries to providing helpful insights.
But while automation brings efficiency, it’s not always the right solution, especially when customers need empathy or nuanced support, and that’s where a human-in-the-loop approach proves essential.
To find out more, we spoke to Chad Lee, Solutions Consultant at Enghouse Interactive, about how contact centres can use technology to support their agents and deliver great service.
Video: New Ways Tech Is Helping Agents: A “Human-in-the-Loop” Approach Fosters Customer Trust
Watch the video below to hear Chad explain the new ways technology is helping contact centre agents and how a human in the loop approach fosters customer trust:
With thanks to Chad Lee, Solutions Consultant at Enghouse Interactive, for contributing to this video.
This video was originally published in our article ‘10 New Ways Tech Is Helping Agents Right Now‘
Not Every Interaction Can Be Automated
AI is excellent at managing repetitive, structured tasks – things like checking order statuses, answering FAQs, or surfacing customer insights – but some customer situations require more.
Emotional conversations, complaints, or complex queries that need empathy, judgement, and an understanding of context, are things AI still can’t fully replicate.
“While AI can improve efficiency by handling routine tasks and providing customer insights, not every interaction can or should be automated. Some situations require empathy, critical thinking, or a deeper understanding of context, things AI alone can’t fully provide.”
The Role of the Human-in-the-Loop
A human-in-the-loop approach keeps agents at the centre of the customer experience, as Chad explains:
“A human-in-the-loop approach ensures that agents remain central to the customer experience. It allows AI to support staff by flagging issues, suggesting next steps, or helping prioritize tasks, while still leaving final decisions and complex conversations to people.”
Rather than trying to replace them, AI works alongside staff to:
- Flag issues that need attention
- Suggest next steps or responses
- Prioritize tasks based on urgency or customer sentiment
This allows agents to focus on the parts of the job where they make the biggest difference – understanding context, showing empathy, and making informed decisions.
Why It Builds Better Customer Experiences
People value being heard and understood, especially when something’s gone wrong or emotions are running high, which is why a human response builds trust and loyalty in a way automation alone often can’t.
“This approach not only helps maintain service quality, but it also builds customer trust. People want to feel understood, especially in sensitive or emotional situations where human judgement makes the biggest impact.”
When agents are supported by AI but still lead the conversation, it helps maintain service quality and personal connection.
Empower Agents, Don’t Replace Them
The real power of AI lies in augmentation, not replacement. Let AI take on the repetitive tasks that drain time and energy, so agents can focus on high-value, human-led conversations. This not only improves service delivery but also reduces pressure on staff.
“The goal shouldn’t be to replace agents, but to empower them. AI for repetitive tasks, humans for the moments that matter. When done well, this balance leads to better outcomes for customers, less pressure on staff, and more effective service delivery overall.”
The future of contact centres isn’t all AI, or all human, it’s about balance, and a well-implemented human-in-the-loop approach leads to faster resolutions, stronger relationships, and better outcomes for everyone involved.
If you are looking for more great insights from the experts, check out these next:
- How VoC Programmes Are Changing
- 5 Ways Technology Supports Contact Centre Agents Every Day
- Improving Abandon Rate – From Wait Time to Win Time
- The Evolution of Voice of the Customer
Author: Robyn Coppell
Reviewed by: Rachael Trickey
Published On: 6th Nov 2025 - Last modified: 7th Nov 2025
Read more about - Video, Artificial Intelligence (AI), Automation, Customer Service, Employee Engagement, Empowering Agents, Enghouse Interactive, Videos
