BPO insider asks: how close is agentic AI to real call centre work?
superd06 · reddit · 2026-10-06
An outsourced call centre (BPO) practitioner started a discussion on real-world deployment of agentic AI in customer support, noting clients are shifting from replacement to human-AI collaboration. His take: the reasoning gap is closing faster than the industry expects — tool use and chained reasoning can already handle multistage calls (identity checks, policy interpretation, exceptions, backend updates). The real blockers are accountability and proving reliability at scale, not capability. He asks where deployments break first (ambiguity, emotion, edge cases, backend reliability) and how fast the AI-handles-simple/humans-take-complex boundary moves.
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