The Future of CX: Agentic AI Meets the On-Demand Agent Model

Liveops defines the next era of customer experience, where agentic AI accelerates service and human specialists elevate connection. 

Scottsdale, AZ — October 21, 2025 — Liveops, the leader in flexible customer experience outsourcing solutions, outlined its roadmap for a combined AI + human service model. The future service offering will route tier-1 inquiries to agentic AI, while highly skilled, remote independent agents will handle complex, high-value interactions.  

The approach will help enterprises reduce handle time and cost on routine work while protecting empathy, judgment, and brand trust where it matters most.

With a nationwide network of 20,000 independent agents and deep expertise in remote operations,  Liveops is uniquely positioned to merge agentic AI with on-demand human support at scale. 

“Tier-1 automation is accelerating, but empathy isn’t automatable,” said Molly Moore, Chief Operating Officer at Liveops. “Enterprises need both: AI that resolves the simple and on-demand, brand-aligned customer support professionals who can de-escalate, retain, and grow relationships. Liveops brings those worlds together—and we do it with precision and measurable impact.” 

The shift in service: AI handles routine, humans resolve the complex 

• Agentic AI for Tier-1: AI agents handle FAQs, order lookups, password resets, status checks, and similar interactions, reducing queue pressure and accelerating time to answer. 

• On-demand experts for complexity: Remote, vetted professionals within the Liveops network resolve escalations, exception handling, regulated workflows, and relationship-sensitive moments with empathy and accountability. 

• One operating fabric: Forecasting, routing, readiness scoring, QA, and reporting span both AI and human effort, so leaders see one view of performance and can shift coverage in minutes, not months. 

What brands gain: faster answers, lower effort, better outcomes 

Industry data shows automation is rising—but customers still expect human help when stakes are high: 

• By 2027, ~50% of service cases are expected to be resolved by AI (up from ~30% in 2025), underscoring the rapid shift of Tier-1 to automation.  

• Yet 81% of customers would rather wait to speak to a live person than use today’s chatbots—proof that complex issues still demand humans.  

• Customer experience quality has declined for the third consecutive year in the U.S., raising urgency to improve outcomes—not just costs.  

• 95% of decision makers at organizations with AI report cost and time savings, and 92% say generative AI helps them deliver better customer service. 

• 83% of decision makers plan to increase their AI investment over the next year, while only 6% say they have no plans for the technology whatsoever. 

One operating fabric: unify digital labor and human expertise 

• Route by intent and value: Low-risk intents flow to AI; higher-value or emotionally charged intents route to certified customer support agents within the Liveops network. 

• Readiness you can trust: Role-based certification, simulations, and QA ensure only production-ready professionals handle complex work. 

• Precision scheduling: Interval-level coverage aligns both digital labor and human specialists to actual demand, trimming idle time and repeat contacts. 

• Shared telemetry: Outcome-focused dashboards track resolution rate, effort, CSAT/QA, and revenue impact across AI and human channels. 

Early results & market signals 

A well-designed self-service foundation matters first. When teams keep a living knowledge base, maintain an intent taxonomy, and tune routing, AI can remove a meaningful share of routine volume from agent queues. A Salesforce case study reports a 30% case deflection when AI and self-service are implemented well, with outcomes varying by design and data quality.  

What happens after deflection is just as important. McKinsey’s research shows that pairing AI with human expertise can improve FCR and reduce response times because AI retrieves context instantly while certified professionals handle complexity and emotional nuance. The mix works best when intent complexity guides handoffs and data is unified across channels.  

“Winners in customer experience will not be AI only or human only; they will be AI-accelerated and human-centered,” said Jim Watson, Chief Executive Officer at Liveops. “Enterprises want one partner that can operationalize AI responsibly for tier-one work and stand behind human quality when stakes are high, and Liveops is that partner.” 

About Liveops 

Liveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing, it’s outsmarting. 

Learn more at www.liveops.com