How To Build Confidence In AI For Frontline Teams

AI Is Sweeping Through Contact Centers… Confidence Is Not

86% of U.S. contact center decision-makers are using or planning to use AI for in-call agent assistance within the next two years, according to eMarketer. The benefits are tangible and quantifiable: faster resolutions, fewer repetitive tasks, and better insights.

Agentic and generative AI are being hailed as “the new frontier of CX,” according to CCW Digital Magazine at CCW Vegas in June. But while enthusiasm is high in the boardroom and on stage, the frontline view is very different. AI adoption is stalling — not because of the tools, but because trust hasn't been earned.

What’s Holding Frontline Teams Back?

Nearly half of CEOs say their employees are resistant or even openly hostile to AI. At the same time, 50% of businesses cite a lack of skilled professionals as the biggest barrier to AI adoption, while 43% point to a lack of vision among managers and leaders.

“Only a small group of businesses have been able to harness AI successfully for business growth…. While data architecture and technology infrastructure are key pieces of the puzzle, organizations that do not prioritize their workforces will miss out.” — Michael Bradshaw, Global Practice Leader for Applications, Data, & AI at Kyndryl

AI Readiness Varies By Industry

AI preparedness varies widely by industry. Banking, financial services, and insurance lead the way, while healthcare lags behind, according to Kyndryl.

Only 14% of companies are categorized by Kyndryl as “AI pacesetters.” These organizations are significantly more likely to have fully implemented change management strategies, fewer concerns about AI harming employee engagement, and better visibility into workforce skills. Even so, 40% of pacesetters reported AI skills gaps, demonstrating that even the most advanced teams are still figuring this out.

Meanwhile, only 10% of companies are considered “future-ready,” with structured plans to support workers, build skills, and lead through AI-related disruption. Most companies still expect employees to adapt on their own.

Two of the biggest barriers to developing genAI training plans are a limited understanding of skilling needs and uncertainty on how to implement training programs, according to the 2025 AWS Generative AI Adoption Index.

Lessons From Leaders Who Got It Right

Some leaders are showing what’s possible with AI implementations. Instead of dropping new tools on the team, they start small: a pilot group of high-performing agents, hands-on coaching, and weekly feedback loops. And they make sure the frontline knows the goal is empowerment, not just efficiency. AI is helping their teams get to the heart of the issue faster so they can spend more time solving problems, building trust with customers, and doing the work that really matters.

“We’re carefully balancing improved efficiency with the human touch our customers still deeply appreciate.” — Peter Meier van Esch, SVP of Operational Excellence & innovation at Deutsche Telekom

4 Practical Steps To Build Confidence In AI For Your Frontline Team

Building confidence in AI doesn’t require a massive program or perfect conditions. It starts with small, intentional moves that show your team they’re valued, supported, and still essential in an AI-enabled workplace.

Here are 4 steps leaders are using to build trust from day one:

1. Anchor AI In Purpose, Not Productivity

Frame AI as a way to reduce friction, not increase oversight. Reinforce the purpose: freeing up time, focusing on meaningful work, and improving service quality.

“Identifying the best ways for AI and humans to work together to achieve collective intelligence will become increasingly important.” — Diyi Yang, Assistant Professor of Computer Science at Stanford University

2. Train On AI For Confidence, Not Just Competence

Generic training isn’t enough. Frontline teams need contextual, role-specific support before and during an AI rollout. But beyond learning how to use new tools, teams also need to build the skills that help them thrive alongside AI. That includes critical thinking, adaptability, and digital fluency plus distinctly human strengths like empathy, judgment, and clear communication.

When training includes both technical know-how and human-centered skill building, frontline team members are better prepared to use AI confidently and responsibly. And it helps them see AI as support for (not a threat to) the work they already do best.

3. Make Early AI Wins Visible

Celebrate where AI makes a difference. If a tool saves agents 90 seconds per call, show them the impact over a shift or a week. Share the stories alongside the dashboards. Early proof points build momentum and confidence.

To find those quick wins, Gartner offers a helpful framework: focus on “likely wins,” the use cases that are both high-value and highly feasible. Likely wins include things like customer personalization, case summarization, and tools that assist agents by surfacing insights or reformatting content. These are the kinds of tools frontline teams can quickly understand and feel good about using.

More complex use cases, like real-time translation or AI-written customer messages, may pay off later but require more setup. Others, like passive voice biometrics or social media monitoring, tend to have lower impact. Starting with simple, visible wins helps you build trust and avoid false starts.

4. Involve Frontline Voices Early In AI Adoption

Bring frontline team members into AI pilots and planning. They’ll catch usability issues, raise concerns, and become champions if they feel heard. Making them a part of change also reduces fear because it shifts the narrative from AI being something done to them to something shaped with them. When people feel ownership, they’re more likely to engage, adapt, and lead others through the transition

“Leaders should be honest with their teams and let them know that AI is now a key part of the way business gets done. Then, be sure to communicate regularly to uncover and correct any challenges the human team is experiencing with the change.” — Lindsay Soergel, CEO of Fintilect

What AI For Frontline Teams Needs Most: Trust

Trust doesn’t come from dashboards. It’s earned by leading change with care.

Your team needs clarity on what’s changing, confidence in their roles, and a voice in the process. That’s how you turn AI from a stressor into a support system and how you build 

AI buy-in that actually lasts.

Ready To Develop Your Team For The Future Of Work?

Pathstream helps frontline teams build the skills to thrive with AI — and gives leaders the tools to guide change with clarity and confidence.

We offer the only off-the-clock solution that supports your business priorities and KPIs. Plus, it's fully covered by your existing tuition assistance benefit. The unlock is in our ability to offer college-credit programs tailored to customer contact center roles. Schedule a demo to learn more.