Meet the new generation of superhuman service agents

AI is transforming customer service – and not just by cutting costs. While the efficiency gains are real, the bigger opportunity lies in elevating your human agents into super-agents, empowering them to deliver smarter support and even to generate value. Here’s how. 

Imagine 30 minutes in the life of customer service agent. First, they help an irate customer who’s contacted the company multiple times – and grows even more irate when asked to repeat the issue. Next, they move to a customer with a complex query that requires digging through dense technical documentation for an answer. Then, they assist a customer with a basic, self-service task, offering calm, patient guidance. Finally, they write up case notes before diving into the next round. Delivering exceptional service in this kind of environment takes near-superhuman ability. That’s where AI comes in. 

Still human – just better 

Forward-thinking organisations are already using AI not just to automate service, but to augment it. This is not about replacing the human touch, it’s about amplifying it. Here are just some of the capabilities the latest tools offer: 

• instant context through AI-generated summaries of call history, eliminating the need to rehash past conversations  
• real-time AI guidance, suggesting next-best action based on successful past resolutions 
• lightning-fast knowledge retrieval, pulling key information from deep within technical or policy documents 
• AI-generated summaries of each conversation, giving agents more time to spend on customer interactions.  

Empowered by these tools, agents can resolve issues faster, customers are more satisfied and teams can focus on what matters most: delivering meaningful human connection. Organisations that use these tools typically see an uplift of 10% in customer satisfaction. 

This is what customers want 

In our recent survey of more than 1000 customers, the message was clear – people still want human support. Over half (53%) still prefer to deal with a human agent, especially in complex or emotional scenarios. But they also want agents to be well equipped. Most (71%) say AI should be used to help human agents, not replace them. Almost nobody expressed a preference for bot-only service.  

That’s why the future of service isn’t about choosing between humans or AI. It’s about building a model where both work together.  

If your goal is to elevate both efficiency and customer experience, here are three strategies to help you supercharge service with a hybrid human/AI offer. 

Prioritise intelligent escalation 

According to our research, the AI capability customers appreciate most is not speed, not self-service and not 24/7 availability. It’s intelligent escalation – the ability for AI tools to detect when a situation is urgent or cannot be resolved and route the customer immediately to a human. The most intelligent solutions can even pick up sentiment in voice tone or chatbot interactions and escalate to an agent, even in straightforward situations where emotions risk running high. Intelligent escalation is so valued by customers that over half (51%) said this was the improvement that would make them more likely to use AI-augmented service.  

Design for a Human + AI operating model  

Developing a service where human agents and AI assistants work together requires a fundamental rethink of your operating model. One of the most promising approaches emerging across sectors is the use of augmented pods – where humans agents and AI assistants work in tandem, sharing tasks and continuously learning from each other. In this scenario human agents and AI assistants work to their respective strengths and limitations and, crucially, tasks are managed and picked up to ensure the best outcomes. 

Importantly, augmented pods should be designed around end-to-end resolution, not just front-end service improvements. This means rebuilding the service experience from the ground up, not layering AI on top of a broken or fragmented journey.  

The impact of the pod model can be transformative for customer service agents. With augmented pods, people are empowered to drive resolution, identify opportunities for process improvements and directly influence system design. Agents within augmented pods can play an active role in shaping smarter, more efficient solutions. This effect will only accelerate as modern platforms and tooling require less technical skills to adjust workflows or automation. 

Turn your agents into value creators 

AI tools do more than empower your agents to deliver better service. They also have the potential to transform your service function from a cost centre to a value generator. By automating low-value, repetitive tasks, AI frees up agents to focus on building deeper human connections, understanding customer needs and recommending higher-value products or services to meet those needs. It supports agents to develop a deeper understanding of custmer needs through improved segmentation and insights. 

To succeed in this expanded role, agents will need targeted training to develop their sales and consultative skills. With these, they can not only boost revenue, but may also gain job satisfaction from guiding customers to the right solution. 

The future of service is human – powered by AI 

As AI continues to evolve, the organisations that will lead aren't those that simply automate, but those that amplify their people. By rethinking service models, investing in tools that augment human capability and training agents for consultative, value-adding roles, businesses can unlock a new era of customer service – one where efficiency and empathy go hand in hand. The opportunity is clear: with the right strategy, your agents don’t just solve problems – they create loyalty, drive growth and become a true competitive advantage. The new superhuman service agents aren’t coming. They’re already here.