As artificial intelligence becomes more embedded in customer experience roles, a surprising challenge is the emotional impact on employees. According to new research from ArvatoConnect, many contact centre workers in the UK feel uneasy, not because AI is taking over tasks, but because of how their employers handle that transition.
The study surveyed 1,000 contact centre agents and found that over a quarter (26%) are considering quitting. These workers are calling out a lack of clarity, communication, and training — all key components that many tend to overlook in tech roll-outs. Despite the fact that 94% of agents already use AI tools daily — from drafting emails to navigating internal knowledge bases — many feel left in the dark about what these tools mean for their long-term careers.
Debra Maxwell, CEO of ArvatoConnect, commented: “Our research reveals the emotional toll AI rollouts are having on the very people they’re meant to support. But this isn’t about stopping innovation, it’s a call to lead with empathy. When agents understand how AI can empower them, not replace them, that’s when the real benefits emerge, from better retention to higher-quality service.
Lack of Support Leads to Quitting
For those on the edge of leaving, it’s not the presence of AI itself that’s the problem, but the absence of support around it. Better career development opportunities and clearer paths for advancement (30%), stronger training systems (30%), and transparent communication from leadership (29%) were all cited as factors that could change their minds and encourage them to stay.
Even among those not planning to leave, unease lingers. About 30% of respondents expressed discomfort with how AI is being rolled out in their organisations. A significant number said that more hands-on training (38%) and honest conversations about how they use AI (37%) would make them feel more comfortable. It’s clear that trust, not technology, is the missing link.
However, the study also revealed optimism, as 58% of agents said AI has made customer interactions smoother and more efficient, and 56% believe the balance between AI and human input is working well so far. Still, over half (52%) were clear about one thing: when it comes to complex, emotional, or high-stakes customer issues, they believe the human touch should always come first.
The research shows that although AI may streamline operations, without thoughtful communication and a human-first approach, it could push away the very people meant to benefit from it.