Large language models (LLMs) have significantly expanded AI’s potential in customer service, but unless companies harness the crucial tacit knowledge from their contact center agents, the full potential of automation to reduce costs and improve customer service will never materialize. What must change: Brands must transition to AI-led customer service interactions that human experts support in the background. How? Brands must first push their vendor partners to develop next-gen agent workspaces that effectively capture and harness agents’ tacit knowledge, but the evolution will likely take years. In this report, we discuss how to prepare for far-reaching internal changes beyond the tech itself.