The year 2025 marked a period of significant change for the contact center industry. From the rapid adoption of Generative AI, the rise of self-service, to the renewed importance of human touch amid increasing automation—these developments clearly indicate that the contact center industry is entering a critical transformational phase.

Previously viewed primarily as a cost center, the contact center has evolved into a strategic growth engine. It now serves as the center of service quality, customer insights, and the foundation of long-term customer loyalty.

The Surge of Self-Service in Early 2025

Deloitte research in the first quarter of 2025 revealed that 9 out of 10 global contact centers planned to increase investment in self-service features such as chatbots, intelligent IVR, and interactive FAQs. The objective is clear: to reduce the workload of human agents, accelerate service delivery, and improve operational efficiency.

Organizations that successfully optimize self-service channels have proven capable of lowering operational costs while delivering faster and more convenient customer experiences.

Gen AI Takes Center Stage

Gartner reports that 80% of customer service organizations have already implemented Generative AI within their contact centers. This technology is being used to support conversational automation, customer behavior analytics, and real-time recommendations for agents.

Gen AI enables organizations to respond more quickly and consistently, while also empowering agents to handle more complex cases with greater ease.

Contact Center Agents Continue to Grow

Despite increased automation, the number of contact center agents worldwide continues to rise. Gartner estimates approximately 17 million active agents globally in the third quarter of 2025, particularly across the healthcare sector.

This data highlights the continued importance of human involvement. Interactions such as healthcare consultations, sensitive issues, or conversations requiring empathy still demand a human touch that AI cannot replace.

The Growing Need for Human Touch

A report from Calabrio shows that 98% of organizations are already using AI. At the same time, a new challenge has emerged: the growing demand for empathy and high-quality communication. Customers can easily distinguish between scripted interactions and natural conversations delivered by well-trained agents.

As a result, organizations are strengthening soft-skill training—including communication, empathy, and problem-solving—to ensure the customer experience remains exceptional.

Entering 2026 with Smarter Strategies

Trends throughout 2025 demonstrate that contact center transformation can no longer be delayed. AI, cloud, omnichannel capabilities, and real-time analytics have become the core foundation of modern operations.

In 2026, organizations will be expected to:

  • More effectively blend AI with human agents
  • Optimize the omnichannel customer experience
  • Leverage data and analytics for faster decision-making
  • Improve operational efficiency without compromising service quality

KPSG supports organizations in Indonesia with structured and measurable transformation strategies, from planning through end-to-end implementation. 2026 presents significant opportunities for companies ready to move faster.

Now is the time to strengthen your contact center foundation and lead the change!