Three in four contact center leaders say their agents are overwhelmed by too many systems and too much information, leading to longer call times and poorer service outcomes. At the same time, agent attrition remains one of the industry’s most persistent challenges, with average annual agent attrition reaching 52% in 2023 (Deloitte Digital Global Contact Center Survey, 2024). These challenges are closely linked. When agents struggle to work efficiently, key metrics such as first contact resolution (FCR), cost per contact, customer satisfaction, and long-term scalability all decline.
There’s growing evidence that shows technology choices can make a huge difference. At organizations that have deployed generative AI, only 53% of agents report feeling overwhelmed during customer interactions, compared with 81% at companies without generative AI support (Customer Experience Dive, 2024).
This difference highlights a broader shift in how high-performing contact centers use AI. Rather than treating it as a replacement for human agents, they apply AI as an operational lever to reduce friction in daily work and strengthen agent experience (AX). When systems support agents instead of slowing them down, performance improves across the board. The following sections explain how AI directly addresses the core drivers of agent experience in modern contact centers.
But first things first, what exactly is contact center agent experience?
Agent experience refers to what contact center agents encounter across their entire lifecycle, from onboarding and training to daily interaction handling, performance evaluation, and career development.
In practice, it is shaped by multiple factors, such as:
- The speed at which agents can find accurate answers
- The number of systems they must navigate during live interactions
- The quality and timing of guidance they receive
- The fairness and usefulness of performance feedback
- The volume and complexity of interactions they handle each day
When these elements are misaligned, the impact shows up immediately in key contact center KPIs. Average handle time (AHT) increases. FCR drops. Transfers and escalations rise. Over time, agent burnout and attrition follow.
This is why leading contact centers increasingly treat agent experience and customer experience as inseparable. When agents are properly supported, service quality, efficiency, and consistency improve as a direct result.
So, in what ways can AI help improve your contact center agent experience? Read on to find out!
How AI Elevates Your Contact Center Agent Experience
Improving FCR with Centralized, Governed Knowledge
Many contact centers struggle with knowledge silos. Product information, company policies, and procedures often live in different systems, documents, or team-owned repositories. Agents spend valuable time searching, cross-checking, or guessing which source is correct while customers wait.
With AI in contact center, knowledge becomes usable at the moment it’s needed. Instead of forcing agents to hunt for answers, relevant information is surfaced based on interaction context.
Nubitel Knowledge Management System (KMS) provides this foundation by centralizing both structured and unstructured content, from articles, documents, web links, etc., into a single governed knowledge base used across the contact center. AI-enhanced tagging, indexing, and summarization improve how content is organized and retrieved, while approval workflows and version control ensure only validated, up-to-date knowledge is used.
With fast access to accurate, approved knowledge, agents spend less time searching and more time delivering highly accurate responses on the first contact, improving consistency across both new and experienced agents.
Reducing AHT with Real-time Agent Guidance
Even with strong knowledge access, agents still face pressure during complex or unfamiliar interactions. Switching between systems and deciding next steps mid-conversation all contribute to longer AHT.
Real-time AI support reduces that burden by bringing guidance directly into the agent workflow.
Nubitel AI Agent Assist analyzes live voice and digital interactions to understand conversation context and surface relevant knowledge and suggested actions from the governed knowledge base. This guidance appears within the agent workspace, allowing agents to stay focused on the customer instead of switching systems or searching manually.
This real-time support streamlines interaction handling, stabilizes average handle time, and helps agents – regardless of experience level – work more efficiently and confidently.
Automating Routine Interactions to Free Agents for Higher-Value Work
A significant portion of contact volume consists of routine, repeatable inquiries. When agents handle these interactions at scale, it limits their availability for complex, sensitive, or judgment-based cases.
AI helps by handling predictable interactions independently, reducing unnecessary agent workload while maintaining consistency and accuracy.
Nubitel AI Agent automates common inquiries across digital and voice channels using the same governed knowledge base as human agents. When an interaction requires human judgment or falls outside predefined scenarios, the AI Agent escalates the interaction to a live agent with the full conversation context preserved.
As a result, agents spend less time on repetitive tasks and more time addressing issues where human expertise adds real value.
Orchestrating Seamless Interaction Flows that Make Automation Reliable at Scale
Automation only improves agent experience when it is designed thoughtfully. Poorly structured self-service flows lead to confused customers and escalations that arrive without context, forcing agents to repair broken interactions.
AI becomes effective at scale when interaction flows are clear, consistent, and aligned with how agents work.
Nubitel Dialogue Manager enables teams to design end-to-end interaction flows using visual, drag-and-drop tools. These flows define what the AI Agent should handle, what information must be captured, and when an interaction should transition to a human agent.
Because both AI Agents and human agents follow the same logic and knowledge foundation, handoffs are smoother and more predictable. Agents receive interactions that are ready for resolution, with context already available, reducing rework and unnecessary handling time.
Supporting Continuous Improvement with Automated, Data-Driven Quality Insights
Agent development depends on timely, relevant feedback. Traditional quality assurance methods rely on small samples and delayed reviews, often missing broader patterns in performance.
AI enables a more complete and objective view by analyzing interactions at scale and identifying patterns that matter.
Nubitel Conversation Analytics processes interactions across channels using speech-to-text, natural language processing, etc. It helps surface trends in sentiment, recurring issues, resolution quality, and compliance indicators. Supervisors thus gain broader visibility into performance patterns, while agents receive clearer, evidence-based coaching grounded in real interactions.
This supports more focused training and ongoing improvement without adding administrative burden.
A One-stop Solution to Elevate Contact Center Agent Experience
All of Nubitel AI solutions above operate together within Nubitel CX, an omnichannel cloud customer engagement solution. Knowledge flows from KMS into AI Agent Assist and AI Agent. Dialogue Manager determines interaction flows before agents engage. Conversation Analytics feeds insights back into coaching and knowledge improvement.
The result is a contact center where agents spend less time searching, fixing, or repeating and more time doing meaningful, effective work that delivers better outcomes for both customers and the business.
What’s more, Nubitel AI solutions are designed for multilingual Asian markets, supporting English, Chinese, Thai, Vietnamese, Bahasa Malaysia, and Indonesian. This allows agents and customers to interact naturally in their preferred language while maintaining consistent knowledge, workflows, and service standards across regions.
Ready to Build Contact Centers Where Your Agents Can Perform at Their Best
Agent experience directly determines FCR, AHT, service consistency, and a contact center’s ability to scale without burning out its workforce. When agents are forced to navigate fragmented knowledge, disconnected tools, or unclear interaction flows, even the best teams struggle to deliver.
Applied correctly, AI helps agents access the right information faster, handle interactions with greater confidence, avoid unnecessary rework, and focus on issues that truly require human judgment.
Nubitel brings all these capabilities together on a single omnichannel customer engagement solution – Nubitel CX – purpose-built for real contact center operations. Governed knowledge, real-time AI agent assist, AI-driven automation, structured interaction design, and comprehensive conversation analytics work together to support agents throughout every stage of their work. This creates a more stable, productive environment for agents and delivers measurable gains across resolution quality, handling efficiency, and service consistency.
Schedule a demo today to experience Nubitel AI solutions firsthand!
