AI is transforming call centers by automating routine tasks, allowing agents to focus on deeper, human connections. The key to success is balancing innovation with the irreplaceable value of human touchpoints.

In our most recent podcast episode of the Next Gen Call Center, we interview Asli Uysal, VP of Enterprise Transformational Accounts at Avaya. Avaya is a global leader in customer experience solutions, delivering contact center and unified communications platforms trusted by over 90% of Fortune 100 companies, including Apple, AT&T, Dell, and CVS Health. With over 20 years of experience in the contact center industry, Asli leads strategic initiatives that transform enterprise customer engagement through innovative, AI-powered solutions.

Key Takeaways:

AI + Human Touch. Asli highlighted that while AI is transforming call centers, it’s not about replacing humans. The human connection is more valuable than ever. AI should enhance—not replace—the experience, especially by automating low-value tasks so agents can focus on what really matters: human-to-human interaction.

Flexibility is Key. Companies don’t have to fully dive into the cloud or rip and replace everything. Asli shared how Avaya is pushing for hybrid solutions that bring innovation without disrupting existing infrastructures.

Art Meets Technology. Asli’s unique background in both art and tech allows her to see technology solutions as a composition of building blocks—an approach that fuels creative problem-solving. It’s not just about tech; it’s about how it all fits together.

The AI Trap. Poorly implemented AI can actually drive customers away. Asli shared how some AI systems end up pushing customers to expensive human channels—unintentionally creating more costs.