AI is increasingly being adopted by contact centers to enhance efficiency, reduce workload, and decrease the number of agents needed, but it cannot fully replace human agents or the essential human element. While AI excels at handling routine inquiries and offers advantages like faster responses and cost savings, it also raises challenges such as customer dissatisfaction due to inconsistent AI interactions and high expectations for personalized service. The technology's inability to understand nuanced customer needs and provide a seamless transition to human agents contributes to this dissatisfaction. Despite staffing shortages and high turnover in industries like healthcare, human agents remain crucial for complex cases requiring empathy and judgment. Companies are under pressure to integrate AI, with many receiving increased budgets for such initiatives, yet must strike a balance between leveraging AI for efficiency and maintaining satisfactory customer experiences. Ultimately, AI is seen as a tool to support rather than replace human agents, aiming to streamline simple tasks while ensuring human availability for more intricate issues.