You must all remember those times when a ring to a call center was associated with an endless wait. You had to get to the operator through menu items or listen to a boring melody. That’s a scenario many users still face today. Thanks to AI, companies are stopping the roulette game and offering customers a quick solution to the problem.

Call center AI solutions allow businesses to strike a balance between quality of service and cost reduction. Instead of costly maintenance of a large team, long wait times, lack of personalized customer interaction, and customer dissatisfaction, AI tools provide a lot and almost immediately — increased efficiency, personalized service, reduced costs, 24/7 customer support.

Gartner predicts conversational AI will reduce the labor costs of contact center agents by $80 Billion in 2026. There’s not long left to wait, for sure! By the way, the global call center AI market size was estimated at $2.00 billion in 2024 and is expected to grow at an average CAGR of 23.8% through 2030. 

Let’s talk more about what opportunities call center AI solutions offer to businesses and what processes in traditional call centers need digital transformation.

So, let’s get started!

How to Select The Best Tool for Your Call Center

I understand that every company is unique, so choosing the most appropriate call center AI solutions depends on various factors.

You need to consider the peculiarities of different types of call centers:

• Inbound Call Centers mainly handle incoming calls from customers, their orders, feedback, complaints, or requests. In this case, you need tools for call routing, customer interaction management, and IVR [Interactive Voice Response] systems. The calls are thus routed efficiently, and problems are resolved quickly, consequently providing better services.
• Outbound Call Centers focus on outbound calls to customers, lead generation, collecting feedback on their previous purchases, sales, soliciting leads, or conducting market research. Besides operators and CRM systems, such call centers need predictive dialers and sentiment analysis to find leads.
• Support Call Centers specialize in providing technical or customer support. AI-driven troubleshooting assistants can significantly improve call center efficiency, quickly identifying and resolving common problems and freeing up human agents for more complex requests.

Call center specialization (Inbound, Outbound, Support) affects issues, processes, and key performance indicators (KPIs):

• NPS (Net Promoter Score);
• SL (Service Level);
• AR (Abandonment Rate);
• ART (Average Resolution time)
• Connection/Success rate;
• ACHT/AHT (Average Call Handling Time/Average Handle Time);
• Average waiting time on line (On-hold time);
• Percentage of operator load (Occupancy rate), etc.

I offer you a short checklist to help you choose call center AI solutions for your business: 

Step 1. Formulate the goal by going from different KPIs for Inbound, Outbound, Support call centers. For example:

• Improve Customer Satisfaction Score (CSAT) for Inbound Call Center. This metric is worth taking as a starting point when companies need to gauge customer response to a particular brand interaction. It is one of the easiest ways to measure and manage customer experience (CX).
• It’s important for Outbound call center to get more prospects, retain customers, build better relationships with them, and increase sales.
• Increase First call resolution (FCR) in Support call center. The higher it is, the better, as the metric helps to measure the effectiveness of resolving customer issues the first time, without repeat calls.

Step 2. When choosing call center AI solutions, analyze the pain points and areas where AI can be most useful. What you need to optimize in your call center operations at the moment to achieve your goals:

• Inbound Call Center: reduce call handling time and increase customer satisfaction.
• Outbound Call Center: increase sales conversion and get more detailed customer information, as well as analyze cold call records to find weaknesses that can be improved.
• Support Call Center: quickly and productively resolve user requests 24/7, implement automatic categorization and routing of calls.

Step 3: Select a tool according to your organization’s needs. Pay attention to factors such as:

• functionality;
• rates;
• flexibility of the solution;
• support.

Let’s take a look at what processes can be automated in call center operations using AI tools.

Processes AI Tools Can Optimize

Call center AI solutions are revolutionizing traditional workflows by automating routine tasks and increasing agent efficiency. Here are five key processes that can be optimized with AI tools:

Automate customer service with AI agents

AI chatbots, AI agents, Voice Assistants, or IVR dialog implementations give customers self-service capabilities. They can handle a large number of simple customer queries, such as answering FAQs or providing information about products or services. AI agents work 24/7 without weekends, responding to queries promptly and efficiently. This increases customer loyalty and optimizes staff time.

RAG (Retrieval Augmented Generation) technology can also be used: AI agents search for information in the company’s own knowledge base and documentation. Based on the data received, they generate answers to customer questions and act strictly according to the downloaded instructions, without emotions, hesitations, or errors.

Improve call routing

Call center AI solutions can categorize and route customer requests to the most appropriate department or specific agent. This reduces response and processing times and improves customer satisfaction, response accuracy, service quality, and agent productivity.

Reduce call handling time

AI call center agents allow you to customize agent performance to reduce customer wait times, even during peak hours. Smart automation systems significantly lessen the number of missed calls, which has a positive impact on customer satisfaction and loyalty.

Analyze customer mood and behavior

AI algorithms can analyze the tone of voice and content of conversations to determine customer mood and build a unique profile of each user. AI for call center provides teams with information about previous interactions or purchase history and suggests changes to the conversation script to make it more personalized. Operators can tailor product and service offerings to each customer’s requests, behaviors, and preferences, providing them with tailored recommendations or products they need and are interested in. This kind of hyper-personalization reduces customer churn and significantly improves customer experience. 

Monitor call quality and view analytics in real time

Natural language processing and speech analytics features for call transcription will help identify areas for improvement for human and AI agents, as well as analyze user preferences and sentiment. In addition, call center AI software can be used to identify potential problems, change the strategy of agents’ interaction with customers, and optimize the allocation of human resources.

Now, I suggest considering some of the most popular call center AI solutions on the market. In this list, you may find the tool your company needs!

10 Best AI Solutions by Process

So, here’s a list of the best call center AI solutions that can help you optimize key processes in your call center:

Cloudtalk

CloudTalk‘s visual call flow designer provides advanced routing options. The platform automates dialing, which, according to the developers, allows you to reach 2 times more leads. The solution can prioritize customers and queue calls. You can even update call flows in real time without interrupting active calls.

This AI for call center offers interesting features — Sales Dialer, Voicemail Drop [allows you to leave pre-recorded voice messages], Click-to-Call [calls to any number online], international SMS/MMS, setting up automated text messages after calls, WhatsApp for sending messages, answering questions and maintaining chats, real-time dashboard, call recording, and more.

Dialpad

Dialpad — AI solution for support and contact centers powered by DialpadGPT [the company’s proprietary language model]. Different tools — AI Agent, AI Assistant, and Real-time Assist Cards — can be selected on the platform to provide customers with immediate answers to their questions.

Contact center data analytics helps in examining call volume and duration, missed and dropped calls, various performance metrics, customer complaints, and more. Heat maps show the workload of the days of the week. Employees can be scheduled based on this data. Advanced customizations and reports can be added to Dialpad Business Intelligence.

Knowmax

Knowmax — knowledge management system is designed to improve customer experience. With such call center AI software, you can consolidate all the information into a single knowledge center. This improves employee efficiency as the solution gives operators access to up-to-date information about all products, services, and previous customer interactions. This way, they can solve problems faster and provide more accurate answers.

Knowmax automatically updates the knowledge base, analyzes customer interaction data, and seamlessly integrates with the tech stack and support channels. Visual guides can be created on the platform for any scenario.

Omnimind

Omnimind is one of the most interesting call center AI solutions for automating customer interactions including phone calls, help desk, and creating AI chatbots. You can build AI-Powered Assistance on the platform and train it based on data from Notion, PDFs, CSV, Google Drive, etc. With smart AI automation service, your customers will forget about the long wait for a call to be answered. They will quickly receive automated, accurate answers to common questions.

AI agents built on the Omnimind platform can handle inquiries and help troubleshoot problems. And they do it around the clock! You can embed the unique AI chatbots or pop-up chatbots created into your websites.

Freshdesk

Freshdesk offers businesses its own in-house development — Freddy AI Copilot. It directs customer queries, instantly assesses their mood, and offers tone and situation-appropriate responses. Freddy AI also creates articles for the knowledge base.

Some of the unique features of this call center AI software are Summarizer, Tone Enhancer, and Draft Email Generator. Many workflows can be automated on the platform using a combination of “If X, then Y”. With Unified Customer Record, each customer’s history stores all their key actions, past interactions, preferred channels, and downloads. This allows agents to provide personalized support.

Invoca 

Invoca automatically evaluates every agent interaction with customers according to established criteria. This call center quality assurance software provides access to call recordings, transcripts, and call evaluations as soon as calls are completed. In similar call center AI solutions, employees can also analyze their call scores to improve the quality of their work.

The platform also offers dashboards, reporting, and smart alerts. The service identifies missed sales calls with high purchase intent to re-connect with highly qualified leads.

Synthflow

Synthflow AI maximizes the automation of user interactions with AI-based voice agents that autonomously communicate according to scripts. They can be customized to meet specific needs, with the voices cloned for personalized interactions. The service handles outgoing and incoming calls.

The platform analyzes customers’ moods and emotions during calls for the AI to adapt responses. It has a positive impact on user satisfaction. If necessary, the AI agent forwards the request to a human agent.

Talkdesk

Talkdesk is a cloud-based service for companies of all sizes. The Talkdesk CX Cloud™ and Industry Experience Cloud™ platforms contain integrated applications based on generative AI for customer self-service, voice and digital channel interactions, employee engagement, team collaboration, and customer experience analytics.

With Talkdesk for Sales’ advanced speech analytics, agents identify top conversation topics, including competitor mentions and objections. This allows managers to make better suggestions to customers.

Zendesk

Zendesk offers extensive capabilities for contact and call centers. Like many other call center AI solutions, AI agents built on Zendesk AI can work across channels — social media, websites, mobile devices, and email. The platform supports 109 languages at the carrier level and automatically switches based on customer actions.

Zendesk voice mimics human communication to provide users with 24/7 voice support. The platform offers real-time reporting across multiple channels.

Zohodesk

Zohodesk’s AI Zia analyzes customer and agent queries and provides relevant answers using your organization’s knowledge base. Guided Conversations help you interact with customers in a chatbot and nudge them towards the best solution.

Zia also makes data-based predictions [e.g., higher inbound and outbound response activity at certain times of the day].

Choosing the best solution depends on several factors, including company size, budget, functionality required, and the ability to integrate with existing systems. Below, you can compare the key features of call center AI solutions.

Comparative Table

Process	Tool	Key Features	Pricing
Automating customer service with AI agents	Omnimind	A code-free platform with an intuitive interface;you can create your own chatbots and AI agents for any industry;AI agents can be easily embedded into websites.	Essentials — $79/month / 10,000 Credits;Growth — $149/month / 40,000 Credits;Business — price on request
Improved call routing	Dialpad	Automatically routes incoming calls to the right specialists or to specific departments;you can set a fixed order or rules for routing calls to different departments;built-in contact center analytics [call volume patterns, average answer rate, missed calls, call duration, and other parameters].	Standard — $15 user/month;Pro — $25 user/month;Enterprise — price on request
Reducing call handling time	Invoca	Agent VoiceID technology enables managers to quickly locate and sort calls to specific agents and create reports on the performance of each agent;Invoca PreSense analyzes digital signals to pinpoint caller intent. Calls are routed to the agents most qualified to resolve a particular problem;PreSense is able to quickly identify the reason for a customer’s call and offer the best possible solution. This reduces waiting times and increases the speed of service.	Price on request
	Synthflow	AI agents analyze intent, engage in complex conversations, and adapt to mood in real time;AI Phone Assistant handles incoming and outgoing calls;AI manages call volumes.	Starter — $29/mo, 50 minutes;Pro — $375/mo, 2,000 minutes;Growth — $750/mo, 4,000 minutes;Agency — $1,250/mo, 6,000 minutes
Analysis of customer mood and behavior	Cloudtalk	AI Conversation Intelligence. Agents save 3 hours per week, while managers get aggregated AI analytics to inform coaching;identifies key topics and trends in conversations;analyzes sentiment and emotion on every call.	€25/month per user;€30/month per user;€50/month per user;Custom — price on request
Monitoring and improving the quality of calls	Knowmax	DIY cognitive decision trees for SOP adherence;micro-segmented analytics;AI-powered language translation.	Price on request
Real-time analytics	Talkdesk	Can track incoming and outgoing calls;provides real-time reporting and stores detailed historical data;offers global coverage.	CX Cloud Essentials — $85/month per user;CX Cloud Elevate – $115/month per user;CX Cloud Elite – $145/month per user
Implement conversational IVRs	Zendesk	A phone tree answers incoming calls and uses pre-recorded answers to common questions;directs customers to specific agents or departments, taking into account telephone code, language, sentiment, inquiries, and other parameters.	Support Team — $19 per agent/month;Suite Team — $55 per agent/month;Suite Professional — $115 per agent/month;Suite Enterprise — price on request
Self-service for fast customer support	Freshdesk	AI bots can be set up to automatically answer common questions via email;customers can search for information in established branded portals [knowledge bases and forums];branded self-service portals or widgets on the website help customers find answers on their own.	Free — $0 forever up to 2 agents;Growth — $15/agent/month, billed annually;Pro — $49/agent/month, billed annually;Enterprise — $79/agent/month, billed annually
Timely response to changes in customer behavior	Zohodesk	Built-in statistics [Live Traffic, Channel Traffic, Happiness Ratings];Zia Answer Bot analyzes user and agent queries, providing them with answers from a specific company’s knowledge base;detects the caller’s mood, allowing agents to personalize the interaction and tailor the conversation scenario.	Express — $7/user/month billed annually;Standard — $14/user/month billed annually;Professional — $23/user/month billed annually;Enterprise — $40/user/month billed annually

Call center AI solutions take department efficiency to a new level. Implementing AI tools automates routine tasks, helps you resolve user queries faster and more productively, improves user interaction, and increases user loyalty. Your employees can focus on more complex tasks that go beyond scripts.

If you want to provide an exceptional customer experience for your clients, exceed their expectations, and increase your company’s efficiency, learn more about Omnimind! On the platform, you will find all the features you need to automate your call center, analyze huge amounts of data, and solve customer queries quickly and productively.

FAQs

What are call center AI solutions, and how do they work?

AI call center solutions are software products that use machine learning algorithms to automate various customer service processes. They analyze user interaction data, recognize speech and sentiment, and provide instant answers and recommendations.

What are the key benefits of using AI call center solutions?

We can highlight the key benefits that companies get by using call center AI software in their work:

• using data on the history of customer interactions, AI can create personalized offers and handle leads more efficiently, which increases the likelihood of making a purchase;
• call center automation AI improves efficiency as agents can focus on more complex issues;
• rapid problem resolution and 24/7 availability increase user satisfaction;
• AI call center solutions improve customer experience;
• automation reduces the number of operators and operator training costs while improving operator skills;
• collect data to evaluate agent performance;
• free human resources for more important tasks.

How to choose the best AI for call center?

To begin with, we recommend evaluating such as factors business size, budget, and AI for call center integration capabilities. It is better to choose tools that can scale as your business grows and integrate with CRM and other technology stacks you are already using. The choice of call center AI solutions also depends on the processes you plan to automate.