---
title: "The human element: Why AI won’t fully replace contact centre agents... yet"
date: 2026-08-25
source: http://www.bing.com/news/apiclick.aspx?ref=FexRss&aid=&tid=6a8eda43a0d14d64b10383510f0e6cc2&url=https%3a%2f%2fwww.itweb.co.za%2farticle%2fthe-human-element-why-ai-wont-fully-replace-contact-centre-agents-yet%2fJBwErvn3Wgk76Db2&c=4760553768850497905&mkt=en-us
description: "With the right tools, AI agents can now do more than just answer questions – they can guide customer journeys, says Smartz Solutions."
---

# The human element: Why AI won’t fully replace contact centre agents... yet

With the right tools, AI agents can now do more than just answer questions – they can guide customer journeys, says Smartz Solutions.

*Published: 2026-08-25*