A new study reveals that agents are looking for new jobs due to training gaps, poor communications, and unclear career pathways. This is threatening digital transformation’s success.
According to a new study by ArvatoConnect, the integration of AI in customer experience operations causes anxiety among employees. This can lead them to quit their jobs.
Turning attrition into retention: Making AI a positive force for culture change in contact centres shows that more than one-fourth (26%) of respondents are considering quitting because they have concerns that go well beyond the job automation and speak instead to deeper issues such as communication, transparency, and support.
The study, which was conducted on 1,000 UK contact centre agents, found that, despite 94% of them using AI daily for tasks like drafting emails to customers, searching knowledge databases, or receiving prompts in real time, many still feel unsupported and unsure about how AI will fit into their work future.
According to the study, those who were considering quitting their job said that a clearer career path (30%), improved training and support (30%), and more transparent communications (29%) would be factors that convince them to stay.
Research shows that while 30% of respondents are not planning to leave their current organisation, they are still concerned with how AI is being used in the organization.
A similar number (37%) of respondents said that they would be more comfortable with improved hands-on training. They also felt better if leaders communicated clearly about the purpose and benefits of AI. For AI to be implemented successfully, team-wide discussions, transparent communication, and ongoing investment in the people are also essential.
Debra Maxiwell, CEO at ArvatoConnect commented: “Our research shows the emotional toll AI implementations have on the people who are supposed to be supported by them. This is not about stopping innovation. It’s about leading with empathy. The real benefits will emerge when agents realize that AI is not meant to replace them but rather empower them.
We’ve seen first-hand the importance of this. We’ve made sure that we have a strong cultural alignment along with the technical changes, and by establishing initiatives such as our AI Council, transparency, clear communication, and collaborative innovation are promoted. This builds trust and morale and promotes ethical and safe use of technology.
The research shows that AI can have a positive impact on the customer experience when it is implemented with transparency and care. A majority (58%) of respondents believe AI enhances the customer experience through improved workflows and reduced wait times. A similar proportion (56%) also feel that the balance between AI and human involvement is right.
Importantly, 52% feel that high-value, complex queries should be handled by humans. This sentiment reflects the understanding that, while automation can help with efficiency, empathy and problem solving are still essential.
Debra continues: “The organisations which thrive will be the ones that build confidence and not just capability.
“AI shouldn’t be a substitute for humans, but a copilot. Leaders can turn uncertainty into empowerment if they place people at the center of their transformation. The way you use AI, from onboarding to communications, will influence how your team feels, performs and grows.
This report provides CX leaders with six practical steps that will help them achieve this goal. It focuses on trust rather than tools and integrates support and structure throughout the process. By aligning AI with employee experience and culture shift, organisations can unlock higher engagement, retention and future-ready workers.
Download the full report Turning attrition into retention: Making AI a positive force for culture change in contact centres
The original version of this article, AI anxiety threatens customer experience talent loss: report, first appeared at HR News.
