Q&A with Richard Lundgren: Strategising for AI success in contact centres
In this Q&A, we spoke to Richard Lundgren (pictured) from Calabrio about the use of Artificial Intelligence (AI) in contact centres, and how cutting-edge technologies are being adopted to streamline processes and improve many facets of customer experience.
1. AI is clearly transforming contact centres. What’s the current state of adoption across the industry?
Absolutely – AI is no longer on the horizon, it’s here and being actively deployed. According to the recent research done in the State of the Contact Center 2025 report, 98% of contact centres are already using AI in some form. We’re seeing it applied to streamline operations, speed up response times, and improve service quality. But while adoption is high, strategic maturity is still evolving. The focus now needs to shift from implementation to integration -making sure AI is embedded in a way that aligns with business goals and genuinely enhances customer and employee experiences.
2. What are the biggest benefits AI is delivering to contact centres right now?
The most immediate benefits are around efficiency and performance. About one-third of contact centres report significant improvements, with AI helping to automate routine queries and reduce wait times. This not only benefits customers but also frees up agents to focus on more complex and emotionally nuanced interactions. Over time, we expect to see broader value emerge, from predictive analytics to proactive support and personalised customer journeys.
3. Despite the momentum, there seem to be some critical gaps. What’s holding contact centres back?
One of the major gaps is in measurement. While many centres are tracking automation as a KPI, 72% aren’t investing in bot analytics, which are essential for understanding and improving AI performance. Another challenge is workforce preparedness—AI is shifting the role of the agent, yet only 36% of organisations are prioritising training in soft skills like emotional intelligence. If we don’t address these gaps, we risk underutilising the technology and overburdening the people.
4. Are customer expectations changing as AI becomes more embedded in service delivery?
Definitely. Australian consumers increasingly expect 24/7 availability, fast resolutions, and personalised support. Our report found that 40% of contact centre leaders cite round-the-clock service as the top evolving demand, followed by increased expectations around speed, proactivity, and self-service options. AI is enabling contact centres to meet many of these needs, but it’s also raising the bar. Once customers experience high-quality, AI-augmented service, they come to expect it everywhere.
5. What role does cloud adoption play in enabling effective AI?
Cloud is absolutely foundational to AI success. It provides the flexibility, scalability, and real-time data access that AI systems need to function effectively. Yet, only 41% of contact centres are fully in the cloud today. For those still operating on legacy systems, it can be a real barrier to unlocking AI’s full potential. Cloud platforms also make it easier to experiment, iterate, and deploy AI updates quickly, something that’s vital in such a fast-moving space.
6. How can contact centres ensure that AI supports, rather than replaces, human agents?
It starts with reframing the conversation. AI isn’t here to replace humans, it’s here to augment them. That means designing systems and workflows where AI takes care of repetitive or transactional tasks, while humans focus on empathy, complex problem-solving, and building relationships. It also means giving agents the tools and training to work effectively with AI, so they feel empowered rather than sidelined by the technology.
7. What workforce strategies are needed to support this AI-driven future?
Workforce engagement is critical. We’re seeing a disconnect between what managers know is important – things like career development, emotional intelligence training, and wellbeing, and what’s actually being delivered. With AI changing the nature of work, organisations need to invest in their people as much as their platforms. That includes upskilling, supporting mental health, and creating clear pathways for growth within the contact centre environment.
8. Finally, what’s the key takeaway for leaders looking to drive AI success in their contact centres?
The key message is that AI success isn’t just about the technology, it’s about strategy, people, and purpose. The most successful contact centres will be those that blend innovation with empathy, automation with human connection, and speed with personalisation. AI is a powerful enabler, but it works best when it enhances – not replaces – the human element of customer service.
