AI anxiety risks talent drain in contact centres – but it doesn’t have to.

AI is transforming the way contact centres operate – but while the technology is improving workflows and enhancing the customer experience, new research shows it’s also creating uncertainty among the very people it’s meant to support.

In our latest ArvatoTalks report, Turning attrition to retention: making AI a positive force for change in contact centres, we surveyed 1,000 UK contact centre agents to understand how AI is affecting their daily roles, confidence, and career outlook.

While 94% of agents already use AI in their day-to-day work, many are facing uncertainty about what it means for their future:

• 26% are considering leaving their jobs due to AI-related concerns
• 31% say poor training is a key reason
• 30% cite a lack of career progression
• 29% point to poor communication from leadership

But there’s also clear optimism about AI’s potential:

• 56% say the balance between human and AI involvement feels right
• 52% believe complex, high-value queries should remain human-led — reinforcing the enduring value of empathy, judgement and problem-solving in customer experience

Despite this, the research shows that when implemented with care, transparency, and cultural alignment, AI can deliver powerful benefits – from increased retention to higher-quality customer service.

At ArvatoConnect, we’ve seen this first-hand. By embedding AI with empathy and clear communication, and through initiatives like our AI Council, we’ve built trust and strengthened morale across our business.