A call center employee works at a desk while AI-powered software provides customer profiles and solutions, highlighting the balance of automation and human support. AP Photo
Armen Kirakosian remembers his first call center job a decade ago. Angry customers, endless menu clicks, and handwritten notes filled his days.
Today, at 29, the Athens-based agent barely writes anything down. Artificial intelligence gives him instant customer profiles and possible issues before he even says “hello.”
“AI has taken the robot out of us,” he says.
The Global Call Center Landscape
Nearly three million Americans work in call centers, with millions more worldwide. They handle billions of requests each year, from broken iPhones to billing queries.
Kirakosian now works for TTEC, a global customer service company operating in 22 countries. Its agents assist industries ranging from banking to automotive.
But the job isn’t easy. According to McKinsey, about half of call center agents quit within a year. Stress and repetitive tasks drive many out.
Where AI Steps In
Much of call center work is “break/fix” — customers call because something is broken, confusing, or not working. AI is now handling many of these routine issues.
Forecasts suggest automation could replace a large portion of call center roles within a decade. Some studies predict modest cuts, while others warn that half of all jobs could vanish.
Yet experts believe the reality will land somewhere in between. AI will dominate routine work, but complex cases will still require trained human agents.
The Limits of AI
Klarna, the Swedish fintech giant, tested a fully AI-driven model in 2023. It replaced 700 employees with chatbots. The move cut costs but damaged customer satisfaction.
Eventually, the company brought some human agents back. Problems like identity theft proved too complex for AI alone.
“An AI-first contact center is becoming reality,” says Gadi Shamia of Replicant, an AI software firm. “But human agents will still handle complex issues.”
Why Customers Still Get Frustrated
For decades, customer calls started with Interactive Voice Response (IVR) systems. Callers pressed numbers for sales, support, or billing. Later upgrades let customers speak commands like “pay my bill.”
But patience runs thin. Many callers simply “zero out,” pressing zero in hopes of reaching a human faster. Too often, they still end up on hold or in the wrong department.
This frustration has even drawn political attention. U.S. lawmakers have proposed the “Keep Call Centers in America Act.” It would require clear options to reach human agents and reward companies that keep jobs in the U.S.
Smarter AI Tools on the Horizon
Companies are now building AI systems that understand requests in plain language. Instead of menus, the technology predicts intent and routes calls directly.
OpenAI is developing its ChatGPT Agent, which can process complex instructions like planning events or finding tailored gift options.
Bank of America’s Erica, launched in 2018, already handles billions of customer interactions. It not only answers questions but also predicts needs, like helping users manage recurring low balances or duplicate subscriptions.
When Erica can’t resolve an issue, it seamlessly passes the customer to the right department.
The Future of Customer Service
James Bednar, vice president at TTEC, believes AI may finally end the frustration of endless call menus.
“AI will get you to the right person without routing through clunky systems,” he says.
For now, AI is reshaping customer service but not replacing the human touch entirely. The best call centers of the future will likely blend both — fast AI for routine issues, and skilled humans for complex problems.
