- AI call agents are proving more 'empathetic' than humans, with 64% of Australian contact centres reporting AI meets or exceeds expectations
- Studies show AI integration in call centres leads to improved employee wellbeing, with workers exposed to AI reporting better health and satisfaction
- AI assistance in customer support resulted in 15% increased productivity and more polite customer interactions, particularly benefiting less experienced workers
- Companies like NIB Australia have achieved significant cost savings ($22 million) while improving agent wellbeing through AI automation
- AI implementation helps reduce employee stress by handling repetitive and emotionally draining calls, leading to improved agent retention and job satisfaction
AI Call Agents can’t feel a thing, but they do a sure good job in making it seem like they care. In fact, it has been proven in recent studies that they are more ‘empathetic’ than humans.
AI is revolutionising contact centres globally, including in Australia. As businesses contend with rising costs, workforce pressures and mental-health challenges across the frontline of customer service, this quiet revolution is reshaping how human and machine work together.
Once known for high burnout and staff turnover, call-centres are now benefiting from AI powered transformation. According to the 2025 Australian Contact Centre Industry Best Practice Report, 64% of contact-centres now say AI is meeting or exceeding expectations, up from 47% the year prior. Importantly, only 9% now say they have no plans to implement AI.
At Blockstars, they see artificial intelligence (AI) not simply as a tool for automation, but as a powerful ally in improving employee wellbeing, particularly in high-stress environments such as call centres.
“The benefits of AI Call Agents means that employers can really look after their employee’s wellbeing whilst also being able to capitalise on scaling their business, our most recent major client did it solely for the purpose of improving the mental wellbeing of their team” said Mr Kosala Aravinda, Chief Operations Officer at Blockstars Technology.
The integration of AI into call-centre operations is not only transforming customer service but is increasingly tied to mental-health and wellbeing outcomes. Traditionally, repetitive, angry or emotionally draining calls often lead to mental-health issues in human agents; by off-loading certain call types to AI, companies can reduce stress, improve agent retention and increase job-satisfaction overall.
For instance, longitudinal data from Germany show workers exposed to AI had better self-reported health and satisfaction than those not exposed.
A study published in Nature: Scientific Reports found that AI assistance in customer support roles led to a 15% increase in productivity, with less experienced workers showing the most significant improvements. Moreover, the presence of AI tools was associated with more polite customer interactions and a decrease in requests to speak with supervisors, reducing the emotional toll on employees.
As AI continues to evolve, its role in promoting employee wellbeing is expected to expand. By reducing workload stressors and providing supportive tools, AI is poised to redefine the call centre industry, making it more sustainable and employee-friendly.
“Businesses can remove repetitive tasks, take on high-volume calls, save money and improve customer satisfaction,” he continued. “For instance, one of our recent clients achieved not only operational efficiency gains, but reported improved agent morale and a reduction in absenteeism by embedding our AI-assisted routing of emotionally-intensive calls,” continued Mr. Aravinda.
As reported earlier this year, NIB Australia saved $22 million while improving agent wellbeing by automating basic customer interactions.
Companies are urged to embrace these technological advancements, not only to enhance customer service but also to prioritise the mental health of their workforce.
About us:
Blockstars Technology is a leader in AI solutions, dedicated to helping industries harness the power of Artificial Intelligence securely and responsibly. By combining cutting-edge technology with a focus on data privacy, sovereignty, and ethical AI practices, Blockstars Technology empowers Australian businesses to thrive in the digital age.
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Blockstars Technology
Kirstie
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