Why Enterprises Now Require Omni Agent Intelligence
AI and human agents are now working side by side in the contact center, and by 2027, they’ll be inseparable. In fact, 98% of contact centers already use AI, and 85.6% have humans and AI working together to serve customers.
But while AI adoption has surged, performance management hasn’t kept pace.
Human agents are measured on every interaction, minute, and cost. AI agents, meanwhile, handle growing volumes of customer interactions with limited visibility and inconsistent evaluation. This imbalance is creating a fairness and trust gap.
Agents aren’t resisting AI, they’re navigating uncertainty. Only 35% can identify which tools use AI and 55% worry about its impact. The issue isn’t the technology. It’s the lack of transparency, education, and governance.
What You’ll Learn in This eBook
- Why unequal performance measurement undermines trust.
- How to fairly evaluate both human and AI agents.
- What operational fairness looks like in a hybrid workforce.
- How unified intelligence closes the visibility gap.
We also explore Calabrio Omni Agent Intelligence – a vendor-agnostic quality and observability layer that connects performance across humans and AI, no matter the platform.
Because when nearly every interaction starts with automation and ends with a person, fair, unified performance management isn’t optional, it’s essential.
