Empathy at Scale
Our patent-pending AI solution is a SaaS offering that uses operational data from your business to predict an emotional well-being profile of every employee and their likelihood of burnout.
AI in UK Contact Centres:The Reality
Everyone is talking about AI in customer contact. Very few are measuring it.
Faster, but not better
Where organisations have compared AI with human agents, AI wins on handling time and loses nearly everywhere else. Humans lead on accuracy and first contact resolution, and customers are even harsher: 69% say AI understands their issue worse than a person does. Even on speed, only 42% of customers say AI is faster, because they count the failed attempt, the queue and the re-explanation.
What's inside the report
Four gaps run through the findings:
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The claim gap. How far self-reported AI adoption, including "agentic" AI, sits from what bots can actually do unaided.
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The accountability gap. IT and finance hold the budget, but the contact centre carries the blame when AI gets it wrong.
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The measurement gap. Between 36% and 47% of AI users can't say whether it outperforms a human on core metrics, often years into deployment.
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The reality gap. Business data, customer data and failure data all point to the same weakness: accuracy.
You'll also get findings on budgets, bot resolution rates, escalation to humans, agent assistance, analytics, sourcing decisions and the outlook for the next two to three years.
The workforce story nobody is announcing
AI isn't cutting contact centre jobs through redundancy. It's doing it quietly. 41% of UK contact centres have seen headcount reduced or held down by AI, but only a small fraction came from redundancies. Leavers aren't replaced and vacancies stay open.
Meanwhile, the work left for agents is harder. The bot takes the simple contacts, and agents get a steady stream of complex, emotional, high-stakes conversations with no recovery time in between. 61% of leaders believe their agents are worried about their jobs, yet fewer than half consulted them before deploying AI, and not one organisation changed pay, grading or job titles.
That's where burnout, absence and attrition start, and it's usually your most experienced people who leave first.
Agentic AI for the human side of the operation
Anthrolytics is a Predictive Behavioural Analytics platform that forecasts burnout, absence and attrition 30 to 90 days ahead, then plans the response: who to talk to, when, and about what. It works on operational data you already have, with no surveys, no invasive monitoring and no PII required.
Contact centres are entering a new era of human risk, where burnout, absence, and attrition directly impact operational performance and customer experience.
This guide explores how organisations can move from reactive performance management to predictive workforce optimisation.
What You'll Learn:
- How workforce optimisation is evolving in modern contact centres
- Why traditional KPIs are no longer enough to predict workforce challenges
- The role of AI and analytics in forecasting workforce behaviour
- Strategies to reduce attrition, burnout, and operational instability
- Best practices for omnichannel workforce management
What is Predictive Behavioral Analytics?
Leading Indicators, not Lagging
Anthrolytics goes beyond traditional KPI’s and surveys. We predict human emotions for your employees based on the cumulative effect of emotionally meaningful events.
Showing you the WHY
We identify not only who is at risk for burnout and attrition, but also why. And we predict these weeks in advance, giving you time to proactively intervene with effective, personalized action informed by data-driven insights.
Calculate Your ROI and Get Started
Schedule a demo, or get moe information. We can also calculate your ROI. Let us know how we can help solve your burnout problem.