Comments attributed to Debra Maxwell, CEO of ArvatoConnect
Revolut has made headlines for setting up a new AI department and recruiting a specialist team to build it out. The fintech plans to develop everything from AI-powered call-centre agents and outbound sales bots to personal assistants, voice copilots and chat tools.
It’s a move that shows just how fast the AI revolution in customer service is gathering pace. But while technology is transforming the way brands connect with customers, one truth remains: AI is only as powerful as the people behind it.
The next era of customer service won’t only be built by code, it will be built by collaboration.
Lead with clarity and purpose
AI isn’t just another tool, it’s a catalyst for transformation. When embedded the right way, it can help build workplaces where people grow, develop and thrive, a true force multiplier that elevates roles instead of just eliminating them.
But that depends on people centred, inclusive leadership.
Too often, AI is introduced as a “black box” – complex, unexplained and disconnected from employees’ day-to-day reality. That’s when fear and resistance take hold.
While some organisations may see workforce reductions as a natural efficiency gain, there’s a risk in viewing AI purely through that lens. The real opportunity lies in using it to unlock capacity, develop new skills and enable people to focus on higher-value work that drives innovation and customer experience.
That’s why it’s leaders’ job to make AI transparent. To be clear about what it will do and what it won’t. For customer service teams, that means more than knowing whether AI will automate routine enquiries or provide faster insights. It’s about understanding how their roles will evolve, what new skills they’ll need and how technology will support and empower the human touch that customers still value.
Our research of 1,000 UK contact-centre agents shows why this matters. One in four (26%) are considering leaving their jobs due to AI-related concerns. Poor training (31%), limited career progression (30%) and lack of communication from leadership (29%) top the list. Another 30% aren’t looking to leave, but are worried about how AI is being rolled out.
These are warning lights. When teams understand how AI fits into their work and see it as a partner, not a threat, confidence replaces anxiety. And in customer-facing roles, where empathy and human connection are everything, that confidence is invaluable.
Crucially, leaders must also think about orchestration. How do you design operations where AI and human agents work seamlessly together? This isn’t just a technical challenge, but a strategic one that requires reimagining workflows, redefining metrics of success and adapting business models to manage teams of people and intelligent systems. The leaders who can orchestrate that collaboration effectively will set the standard for customer experience in the AI era.
Training isn’t optional, its foundational
That said, nearly a third (31%) of agents say poor training on AI is driving them to consider leaving. Training can’t stop at basic “how-to” guides. It needs to be immersive, practical and ongoing. Live demos. Simulations. Workshops where teams can explore and challenge tools in real time.
Upskilling shouldn’t be reactive, it should be built into the DNA of professional development. And it must reflect reality. AI isn’t perfect. Employees need to know how to sense-check its outputs, make ethical decisions and know when human judgment should take over.
The best training blends hard and soft skills, so critical thinking, ethical reasoning and emotional intelligence. Because no matter how smart AI becomes, it can’t replicate genuine empathy.
In our research, more than three-quarters (78%) of customers who identify as vulnerable said they actively seek human interaction when they need support. That’s a powerful reminder that automation has limits. When that human moment comes, businesses need agents who are capable, confident and ready to step in.
Giving employees the tools to thrive alongside AI isn’t just the right thing to do, it’s how you futureproof your workforce.
Redefine progression
AI is changing what work looks like, and importantly, what progression can mean.
For years, contact-centre roles have often been seen as stepping stones rather than long-term careers. AI has the potential to change that, but only if leaders rethink what growth really means. As automation is able to take on more tasks, people are freed to focus on higher-value work such as analysing insights, solving complex problems and coaching peers. At the same time, AI is reshaping roles themselves, creating new opportunities for learning, specialisation and leadership.
But without clear career paths, they won’t stay. Career stagnation (30%) is already one of the biggest drivers of dissatisfaction. Leaders must show that AI creates more opportunity, not less, and make those pathways visible, from digital design and quality management to analytics and customer insight roles.
At ArvatoConnect, we’ve embedded this philosophy through “co-creation.” We’ve built internal councils and feedback forums where employees help shape our AI journey from day one. It’s about listening, learning and designing transformation with, not for, our people. Building on this, we’re about to roll out a company-wide digital upskilling programme, including an AI Accelerator course for all our employees, alongside advanced certifications for our experts and leaders.
Transformation is a people business
Our latest Digital Transformation report found that 95% of private sector businesses are confident in their digital transformation projects.
If implemented responsibly, AI could boost the UK economy by an estimated £550 billion. But only if businesses build transformation around people, with clear vision, strong communication and continuous learning at its core.
Because the future of customer service won’t be won by the businesses that deploy AI the fastest. It’ll be won by those that deploy it with purpose and inclusion, the true hallmarks of long-term success.
