How AI is Turning L&D Into a Business-Critical Function

ByLonnie Johnston

For the past few years, conversations about AI in contact centers have brought with them a lot of anxiety. Will AI replace jobs? De-skill teams? Will it turn L&D into something cold or automated?

The short answer? No.

At TrueCX, our opinion is that AI will enable contact center teams to do more. And for L&D, that change can mean clearer impact, more compelling data, and a better seat at the table.

Here are the top five ways that AI is turning L&D into a business-critical function in 2026: 

1. AI Has Transitioned From Experiment to Infrastructure

For a lot of contact centers, AI is no longer something to pilot or try out: it’s part of how work gets done each and every day. 

Teams are using AI to move faster, do more with less, and extract insights, patterns, and actions from mountains of call data.  

The conversation, in turn, is shifting from “AI hype” to grounded practicalities. Leaders aren’t chasing the next big thing; they’re looking for tools that help their teams do better work without burning out. 

Among the L&D leaders I speak to, AI is being viewed more and more as a potential support system rather than a threat. 

2. As AI Automates Routine Tasks, Soft Skills Become a Major Differentiator

One of the clearest themes I’ve picked up on in conversation with L&D leaders is that AI has definitively not made human skills any less important. 

In fact, it’s made them more important. And more visible. 

When routine and straightforward tasks are automated, what remains are the high-stakes moments that are harder to script: handling a frustrated customer, navigating an emotional call, or de-escalating a bad experience. 

Empathy, active listening, creativity. These are the skills that separate average performers from top agents, and they can’t be automated. 

L&D is the key here. The table stakes conversations will be automated by AI, and L&D will have the critical task of making sure the conversations that remain are handled by excellent agents with a strong grasp of strong skills. Training is more important than ever. 

3. Traditional Training Doesn’t Work

The other side of the token in #2 is that traditional training will no longer cut it. 

Onboarding that teaches agents the answers to frequently asked questions and then sends them to the call center floor doesn’t match the reality of what they’ll actually face on the phones.  

In a contact center environment increasingly shaped by AI, training has to invest in agent confidence and soft skills just as much, or even more, than the product and compliance information they’ll need to know. 

TrueCX can help with that by providing Intelligent Virtual Customers (IVCs) so your agents can refine their soft skills in a failure-free, true-to-life environment. 

4. Readiness is the Metric That Matters

As a result of this shifting landscape, many L&D leaders are rethinking what they measure.

Instead of checking for completion (who finished a program or course), leaders are looking for readiness (can this agent actually handle the moments that matter?). 

This shift changes everything about how learning programs are designed and evaluated. 

Measuring readiness requires visibility: knowing which skills are strong, which need work, and how agents are progressing over time. AI makes this possible at a scale that wasn’t realistic before, turning onboarding data into a business-critical metric. 

5. AI Turns Training Into a Dynamic, Scalable System

One of the most powerful changes I’ve discussed with L&D leaders is the ability for AI to turn training into something continuous, personalized, and measurable.

Instead of one-size-fits-all programs, AI makes customized training scalable and lets agents practice real scenarios that mirror their day-to-day and suit their particular skill gap. Agents receive timely and tailored feedback, and L&D leaders can see patterns and address gaps with relevant data about performance. 

With AI, L&D teams no longer have to choose between resource-intensive, bespoke training or ineffective blanket programs. Personalized training can scale with your team and meet every agent where they are to help them build readiness and confidence. 

And with trustworthy measurement, L&D teams can easily spot high performers, agents in need, and major skill gaps early in the training cycle. This allows for better segmentation and a more informed approach, as well as the ability to better track and show improvement over time. 

L&D as a Strategic Partner

All of these AI trends are reshaping the role of L&D. When learning teams can draw a clearer line between training, readiness, and performance, their work becomes visible in new ways, and they can actively influence business outcomes.

AI doesn’t replace L&D teams; it gives them a seat at the table. 

Want more insights like this?

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CEO at  | Web |  + posts

I’ve spent 20+ years helping call centers turn agent performance into their competitive edge — from building global customer success orgs at NICE to scaling revenue at Balto. Along the way, I’ve led sales, marketing, support, and customer success teams that move fast and deliver results.

I’m passionate about helping agents, leaders, and companies deliver better customer experiences. Always happy to connect with fellow builders, operators, and call center rebels.

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