The Best AI Doesn’t Replace Agents – It Supercharges Their Performance

Artificial intelligence has often been met with skepticism in customer service, with concerns about job displacement and depersonalized interactions. However, this narrative misses the potential of AI when implemented effectively.

The best AI isn’t designed to replace humans but to work alongside them, augmenting their abilities and enabling them to perform their roles better than ever before. As Srinivas Njay, CEO and co-founder of interface.ai, emphasized during the Future Branches 2024 panel discussion: “AI should enhance the human touch rather than eliminate it.” This philosophy is at the core of interface.ai’s AI solutions and agent augmentation, which are transforming customer interactions in the banking industry.

Agent Augmentation – Enhancing Agents, Not Replacing Them

1. Providing instant and personalized customer insights

One of the most impactful examples of AI staff augmentation is real-time knowledge and insight delivery. Agents engaging with customers often face complex queries about financial products or urgent account issues. Without the right information, these conversations can take a very long time, or worse, provide incorrect information.

With an Agentic AI copilot like Sphere for Frontline Staff by their side, agents no longer need to navigate through multiple systems to find answers, hoping their response accurately addresses the customer’s needs. Through integrations and domain-specific AI, the copilot instantly provides the information to the agent that they need to resolve queries accurately and efficiently.

This doesn’t just reduce response time and increase accuracy – it also enhances personalization. Sphere for Frontline Staff connects to core banking systems, enabling it to analyze and use information about the customer to provide personalized responses and suggestions. This level of insight ensures every interaction is both helpful and deeply relevant, enhancing the customer experience.

2. Improving interpersonal capacity

Banking conversations—whether they happen online, over the phone, or in-branch—often require a deep understanding of financial products and the ability to show genuine empathy. Customers may seek guidance on sensitive matters like financial planning, debt resolution, or major life decisions, making these interactions pivotal to building trust.

Agentic AI copilots like interface.ai’s Sphere amplify an agent’s interpersonal capacity. As Srinivas Njay shared during Future Branches 2024, “financial institutions are using AI not only to improve operational efficiency but also to enhance the interpersonal skills of their employees.” 

By equipping agents with real-time insights, AI staff augmentation enables them to approach conversations with confidence and empathy. Whether during a live chat or an in-branch consultation, AI copilots provide agents with the tools to navigate complex discussions effectively, focusing on the customer rather than the mechanics of retrieving data.

“interface.aI is fostering a banking environment where technology supports – not replaces – personal connection.” – How AI Is Shaping the Future of Customer Interactions in Banking, New York Tech

This is critical during branch interactions too, as Srinivas explained: “As branches continue to evolve, customers increasingly visit for complex discussions that require empathy and a deep understanding of financial products.” As a result, agents are required to provide personalized advice and navigate emotionally charged situations. An AI copilot like Sphere becomes a critical ally here, providing agents with real-time, relevant insights that allow them to deliver meaningful, empathetic guidance.

3. Building a more skilled workforce, more quickly

High turnover rates in customer service make efficient training an absolute necessity. Sphere for Frontline Staff addresses this common challenge by accelerating onboarding and upskills employees in real-time.

From their first day, recruits gain practical, real-time support from the AI copilot. Sphere provides contextual guidance during live interactions, helping agents confidently manage customer queries while learning on the job. By suggesting next-best actions and addressing knowledge gaps in real-time, Sphere ensures agents become proficient much faster than traditional training methods allow.

By addressing knowledge gaps in real-time and offering a practical, hands-on learning experience, this example of agent augmentation doesn’t just prepare employees for complex tasks – it also ensures they feel empowered and supported from the start. This approach reshapes workforce training, equipping financial institutions with skilled, confident staff who are equipped and motivated to excel.

“interface.ai has the potential to reshape workforce training by making it more accessible, efficient, and impactful.” – How AI Is Shaping the Future of Customer Interactions in Banking, New York Tech

4. Elevating roles from transactional to consultative

One of the most transformative aspects of agent augmentation is its ability to handle routine tasks, such as balance inquiries, fund transfers, or appointment scheduling. By automating these interactions, AI allows agents to focus on more meaningful work.

This shift elevates employees from transactional roles to consultative ones. Agents become trusted advisors, offering personalized financial guidance and solving complex problems. This transition not only enhances the customer experience but also improves job satisfaction for employees. They are no longer bogged down by repetitive tasks but instead engage in higher-value, career-enriching activities.

Elizabeth Osborne, COO of Great Lakes Credit Union, shared how interface.ai transformed their agents’ roles and morale: “interface.ai has elevated the job description in level for call center agents, as the role moved from providing transactional support for members, to providing more consultative, advisory support. This shift has resulted in a higher pay grade for staff and a better career path for our call center employees.”

Wrap-up

interface.ai’s approach to AI is grounded in the belief that technology and humans can work in harmony to deliver exceptional results. By providing instant insights, enhancing interpersonal skills, and transforming training, AI empowers employees to excel in their roles and build stronger customer relationships.

As financial institutions continue to adopt AI, those embracing agent augmentation will lead the way in creating meaningful, lasting relationships with their customers. The future of banking isn’t about replacing agents—it’s about amplifying their potential to deliver faster, smarter, and more empathetic service.

Want to find out more about Sphere? Get in touch with our AI experts for a personalized demo, or watch the video below.