How to Empower CX Agents in the Age of AI

We all crave loyalty—whether in relationships or business. It’s that deep connection we value, yet it often comes at a cost. For companies, it’s the difference between thriving and fading into obscurity. Without loyal customers, success becomes a distant dream.

Some brands enjoy a dedicated customer base, while others still work hard to earn trust. So, what sets the successful ones apart? The answer lies in delivering exceptional customer experiences, often powered by Customer Experience Artificial Intelligence (CX AI).

Nowadays, delivering a top-notch customer experience is crucial, and customer support agents are key to shaping that experience. However, as expectations rise, so does the pressure on these agents to exceed them.

AI is transforming the customer service landscape, though its full impact remains uncertain. There’s always a gap between the development and widespread adoption of new technologies, and AI is no different. How quickly businesses can adapt depends largely on how prepared their teams are. 

In fact, research shows that *84% of CX leaders* feel they need to do more to prepare for AI, with 82% rethinking their overall CX strategies in response to AI advancements.

Moving forward, a hybrid model—combining automation with human touch—will be essential for delivering excellent service. 

But how quickly can businesses embrace this shift? That’s a big question.

In this blog, we’ll explore how AI is reshaping the role of CX agents, changing not just the tools they use but how they deliver exceptional customer experiences.

Table of Contents

• Definition of CX agents in today’s digital world
• The evolution of CX agent roles
• AI integration in CX agent workflows
• Hiring and onboarding CX Agents
• Embracing the future of CX agents

Definition of CX agents in today’s digital world

CX agents are frontline team members who shape customer experiences and build lasting relationships. They are more than problem-solvers—they represent your brand and influence customer perceptions with every interaction.

With rising expectations, CX agents face increasing pressure to deliver personalized, efficient support. Customers want quick solutions across multiple channels, including phone, chat, and social media.

A Salesforce report shows that 75% of customers expect a consistent experience regardless of where they reach out. That means CX agents must be ready to handle any type of inquiry, smoothly switching between channels while keeping the experience personal and cohesive.

At the same time, new technologies are reshaping the way agents work. Tools like AI, chatbots, and automation can streamline processes, but they also raise expectations Agents are now expected to respond faster and provide more tailored solutions, often relying on real-time data.

70% of service leaders believe that AI and automation are key to improving customer service efficiency. But while these tools can speed things up, they can’t replace human empathy.

As this Redditor said,

This highlights an important truth: AI is incredibly powerful, but it’s not a one-size-fits-all answer.

To meet customer expectations, agents must be tech-savvy, comfortable with new tools, and skilled at using them to enhance service. While automation is great for handling routine queries, the human touch makes a difference when things get complex. 

Recommended Reading: AI vs Human in Customer Service

The evolution of CX agent roles

As technology continues to reshape the business world, it’s not just the contact center that’s evolving—it’s also the people who work within it. Over the years, customer contact agents have always been the key link between companies and their clients. These agents have been the ones customers turn to whenever they have questions, concerns, or need assistance.

In the past, when a customer had a query about a product or service, they would reach out to a call center, and agents would handle the situation. The agent’s role as a helper and brand ambassador hasn’t changed—it’s still about delivering support and shaping customer perceptions. 

However, with the rapid rise of artificial intelligence, automation, and digital transformation, the way agents carry out their roles has shifted significantly.

Let’s explore how the role of a contact center agent has evolved in recent years and what that means for the future of customer service.

Traditional responsibilities

In the past, CX agents had a fairly narrow focus. Their main tasks included answering customer calls, responding to emails, and resolving complaints. 

For instance, when you called a company like Southwest Airlines, the agent’s goal was straightforward: help you book a flight, change a reservation, or resolve any issues related to your travel. It was a reactive model—agents responded to customer queries, usually after the customer reached out.

But even in those traditional times, agents were expected to provide an excellent experience. 

👀Did you know: A PwC study found that one in three consumers would stop doing business with a brand after just one poor customer service experience? 92% would completely abandon a company after two to three negative experiences. That’s a lot of pressure for an agent, even in simpler times.

Agents had to problem-solve while maintaining a positive tone, ensuring customers felt understood and valued. 

But their job didn’t go much beyond answering questions or directing issues to the right department. The tools were basic, and automation didn’t play a significant role.

Expanded roles in a digital-first environment

Fast-forward to today, and the role of a CX agent has vastly expanded. With the rise of digital channels, CX agents now handle inquiries through not just phone and email but also chatbots, social media, and even forums. 

For example, Zappos, known for its exceptional customer service, empowers agents to do more than just answer questions—they actively engage with customers on X, Facebook, and other platforms to keep a close tab on their needs, preferences, and expectations. Agents aren’t just reactive; they’re increasingly proactive, engaging with customers even before an issue arises.

CX agents now rely on various tools to meet customer needs quickly and efficiently. AI-powered chatbots, automated systems, and CRMs (Customer Relationship Management software) provide agents with real-time customer data, helping them resolve issues faster and more effectively. 

For instance, H&M uses AI called the H&M Virtual Assistant to help agents access detailed customer preferences, which allows agents to provide more personalized product recommendations. This not only helps agents do their jobs faster but also increases customer satisfaction by delivering exactly what they’re looking for.

Future predictions for CX agent responsibilities

Looking ahead, the role of CX agents will continue to evolve, especially as more businesses embrace hybrid models of automation and human support. By the end of 2025, Gartner predicts that 80% of customer service and support organizations will implement generative AI technology in some form or another to improve agent productivity and customer experience. But this doesn’t mean agents will be out of a job. 

In fact, it may open up even more complex and strategic roles for CX agents.

As AI handles routine queries, CX agents will take on a more strategic role in customer relationships. They’ll focus on high-value, high-emotion customer issues—think crisis management, personalized problem-solving, and cultivating customer loyalty. 

Sephora, for example, uses AI to offer personalized beauty recommendations through its chatbot, Ora. However, its in-store agents are crucial in offering personalized beauty consultations for more complex inquiries.

Agents will also become more involved in data analysis. As customer data grows, agents will need to use analytics to predict customer needs and proactively solve issues. This requires new skills—agents will need to be comfortable interpreting data, understanding trends, and anticipating customer behavior.

Additionally, with the rise of voice assistants and virtual agents, CX agents will need to develop a new set of technical skills. They’ll need to understand voice interaction patterns, troubleshoot virtual assistants, and seamlessly integrate these systems into customer service workflows.

AI integration in CX agent workflows

Artificial intelligence is no longer a futuristic concept—it’s already reshaping how CX agents work. AI tools are helping agents deliver faster, more efficient service while also giving them the support they need to handle more complex tasks. 

But how exactly is AI making a difference in the day-to-day workflows of CX agents?

Let’s dive into the current applications of AI in customer service and how it’s transforming the way agents interact with customers.

Current AI applications in customer service

AI is already embedded in many customer service operations, making workflows more efficient and improving the customer experience. 

A good example is AI-powered chatbots that handle common inquiries like order tracking or password resets. These bots can provide instant responses, freeing up agents to focus on more complex issues. 

👀Did you know:81% of customers now prefer self-service options, like chatbots, for simple inquiries? 

This means agents can spend more time solving problems that require a human touch instead of answering repetitive questions.

Hiver’s chatbots, for example, can quickly handle routine queries like order tracking or basic troubleshooting. This allows agents to focus on complex issues requiring empathy and human expertise. The chatbot can take care of the simple stuff while your team handles the high-value tasks that need a personal touch.

When a question gets tricky or needs a more in-depth solution, Hiver ensures a smooth handoff from the chatbot to a live agent. This seamless transition allows agents to step in at the right moment, providing top-tier support.

Integrating AI chatbots into your workflow not only makes customer service operations more efficient but also helps you deliver faster and more personalized support.

But chatbots are just the beginning. 

Modern customer support solutions integrate automation, shared inboxes, and AI-powered solutions into a single system. This means that there’s no more juggling between multiple tools needed. 

Everything is streamlined—agents can handle inquiries, manage workflows, and get AI-driven insights–all from a single dashboard.

This is exactly how solutions like Hiver help transform customer service operations. Hiver is an AI-driven customer support platform designed to boost agent productivity and enhance the customer experience. It integrates knowledge bases, shared inboxes, AI chatbots, and self-service portals—all in one place.

AI as a co-pilot: Enhancing agent capabilities

As we discussed earlier,AI is not replacing agents—it’s empowering them. 

In fact, AI acts more like a “co-pilot” in enhancing agent capabilities, helping them make faster, more informed decisions. 

For example, Hiver’s AI bot, Harvey, is your virtual AI assistant that helps you draft responses, search knowledge base resources, and suggest actions like applying tags, automation triggers, or approvals—all within the agent’s existing workflow.

Here’s how it enhances the agent experience:

• Harvey helps agents respond to emails efficiently by suggesting relevant replies, pulling customer data from integrated systems, and even offering proactive solutions based on past interactions; 
• Integrated directly within Gmail, it ensures agents can stay focused on customer needs while benefiting from real-time insights and assistance

Research shows that AI tools can improve customer service efficiency and productivity by up to 40%. This efficiency boost doesn’t just reduce wait times; it also leads to better decision-making and more precise responses. 

Agents can focus on the depth of a conversation while AI takes care of gathering data, analyzing trends, and even suggesting responses.

Balancing automation with human touch

Even with all these technological advances, there’s still one thing that AI can’t replicate: human empathy. 

While AI can handle repetitive and time-sensitive tasks, it’s important to integrate it in a way that complements and enhances the workflows of CX agents rather than replacing the human element entirely.

For example, H&M uses AI to handle order inquiries, but their agents are always ready to step in when a more personalized or sensitive response is needed. 

The challenge is not just about using AI to automate as much as possible—it’s about using AI to enhance the agent’s ability to provide that essential human element. 

One survey found that nearly 50% of consumers prefer human agents for complex or emotionally charged issues, highlighting the importance of maintaining that balance.

🧠Fun Fact:67% of consumers first turn to self-service portals for solutions before reaching out to a human agent. It clearly indicates that customers value convenience, but they still want a personal touch when it matters most!

And that’s where a customer portal can help.

Hiver’s customer portal allows customers to raise tickets anytime, directly from the portal. The query submission form is fully customizable, so you can capture the exact information needed to resolve issues effectively. This flexibility ensures you get the right details up front, making the support process more efficient.

Once a query is submitted, customers can easily track the status of their request and see exactly who’s handling their case. This level of transparency builds trust and keeps customers engaged throughout the support process, reducing frustration and uncertainty.

Similarly, Hiver’s knowledge base lets your team create helpful articles, FAQs, and troubleshooting guides that are accessible to customers and staff alike. You can choose to make these resources public for customers or restrict access for internal use, giving you the flexibility to control sensitive information.

A visually appealing and easy-to-navigate design makes it simple for customers to find what they need. When your self-service solutions are intuitive, customers are more likely to engage with them regularly, reducing the need for live support and enhancing their overall experience.

That’s another area where AI can help. AI can make sure that self-service portals adapt to customer preferences over time, creating a smoother and more efficient experience. For CX agents, this integration into workflows reduces repetitive tasks while enabling them to deliver faster, more personalized support where it matters most.

By integrating AI thoughtfully, businesses can create workflows that strike the perfect balance between automation and the human touch, ultimately improving both the agent and customer experience.

Hiring and onboarding CX Agents

Hiring and onboarding are of utmost importance when building a successful customer support team. It’s not just about finding someone with technical skills; it’s about identifying the right interpersonal skills to make a real difference in the customer experience. 

Here’s how to approach it:

Identifying high-value interpersonal skills

While technical abilities matter, the right interpersonal skills are essential in customer service. Look for candidates who excel at active listening, can stay calm under pressure, and know how to show empathy when dealing with customers. 

Studies indicate that 54% of customers say empathy is the most important quality in customer service representatives. When customer service agents show empathy, problems get solved faster and more effectively because the customer feels genuinely heard. As a result, they tend to be more satisfied with both the solution and the interaction itself.

But empathy goes beyond just making customers feel understood. 

Empathetic agents are better at identifying the root cause of an issue, allowing them to come up with creative, effective solutions more quickly. This leads to faster resolution times, higher first call resolution rates, and ultimately, happier customers.

This type of emotional intelligence goes a long way in building trust and brand loyalty.

Effective onboarding strategies for remote and in-office agents

Effective onboarding is crucial whether your agents work remotely or in the office. For in-office teams, hands-on training and live role-playing can provide instant feedback and personalized coaching. 

For remote teams, however, virtual onboarding requires a more structured approach. Leverage digital tools like video conferencing for one-on-one sessions, interactive e-learning modules, and team-building activities to help agents feel connected from day one.

And when it comes to helping agents (remote or in-office) learn on the job, Hiver’s collaboration tools are really handy. They provide agents easy access to shared email conversations and customer history, enabling them to quickly understand context. Features like Shared Drafts allow new agents to seek guidance from experienced team members on how to craft the perfect customer responses. Supervisors can review and approve responses using the approval workflows, offering valuable feedback to improve skills. Notes help team members collaborate seamlessly, without the hassle of CCs and forwards. The result? Consistent communication and accountability across locations.

This keeps everyone on the same page, no matter where they are.

Furthermore, with tools like Hiver’s Analytics, managers can track and analyze conversations, user performance, tags, and customer satisfaction (CSAT) metrics to make informed decisions. Custom reports offer deeper insights into team performance, helping identify both high and low performers, while scheduled reports allow for strategic planning based on performance trends.

Additionally, Hiver’s dynamic dashboards provide real-time insights into key metrics, ensuring managers can adjust strategies based on evolving team needs. 

Continuous learning and development programs

The customer service landscape is always changing, so continuous learning is necessary. Training programs should not be a one-time event but an ongoing process. 

So, it’s important to invest in professional development by offering access to online courses, workshops, or certifications in areas like empathy training or AI tools for CX agents. Also, consider peer coaching and mentoring programs to encourage knowledge sharing. The more your team learns, the better they can adapt to evolving customer needs and the technology that supports them.

👀Did you know:60% of customer support professionals lack formal training in AI, yet 60% of experts report significant benefits from using AI-based tools. 

This highlights the need to prioritize AI learning to bridge the knowledge gap and empower teams to make the most of these technologies.

As AI and automation tools continue to evolve, it’s critical for agents to stay updated to enhance their workflows and deliver exceptional customer experiences.

Embracing the future of CX agents

As AI continues to shape the customer service landscape and agent roles evolve, we’re likely to see significant changes ahead. 

While the future may be uncertain, one thing is clear:Connecting with customers on a genuine, human level will remain at the core of any outstanding CX team. 

And for that, agents will always be indispensable.

With Hiver, you can get the best of both worlds!

You can automate routine tasks with AI while ensuring your agents can focus on delivering personalized, empathetic support. By seamlessly integrating AI with human expertise, Hiver helps you boost efficiency without sacrificing the human touch that customers value most.

Sign up for free today to deliver exceptional CX with Hiver!

*84% of CX leaders*