Will Artificial Intelligence Bring an End to Call Centres

A Polite Answer Versus Real World Anxiety

Ask an artificial intelligence system whether it will replace human workers in customer service, and the response is usually reassuring. The message tends to emphasize collaboration, with humans and machines working side by side. Outside of AI generated optimism, however, the mood is far less calm. Many workers and industry leaders believe automation could dramatically shrink the role of human call centre staff, particularly in regions where customer service jobs form a major part of the employment base.

Warnings From Industry Leaders

Concerns about the future of call centres gained traction last year when K Krithivasan, chief executive of Indian technology giant Tata Consultancy Services, suggested that AI could soon reduce the need for large scale call centres in Asia. His comments reflected a growing belief that advances in automation will eventually handle much of the routine work currently done by human agents. For countries that host millions of outsourced customer service roles, the implications are significant.

Forecasts Point to Rapid Change

Research firms are reinforcing these concerns with bold predictions. Gartner has estimated that by 2029, artificial intelligence could autonomously resolve around 80 percent of common customer service issues. These tasks include basic account queries, order tracking, password resets, and standard troubleshooting. Such functions currently account for a large share of call centre workloads, meaning automation could dramatically reduce demand for entry level service roles.

The Rise of AI Agents

Much of the recent excitement centers on what the industry calls AI agents. These systems go beyond traditional chatbots by operating with a higher degree of autonomy. Unlike rule based chatbots, which follow predefined scripts and can only respond to specific prompts, AI agents can analyze context, make decisions, and carry out multi step tasks. This capability allows them to handle more complex interactions without human intervention.

From Scripts to Decision Making

Traditional chatbots have long frustrated customers due to their limited responses and inability to adapt. AI agents promise a more fluid experience by understanding intent rather than keywords. They can escalate issues, retrieve data across systems, and even anticipate customer needs. For businesses, this represents an opportunity to cut costs while offering faster service. For workers, it raises fears of displacement rather than assistance.

Why Humans Still Matter

Despite rapid progress, experts caution that AI is not yet equipped to replace all aspects of customer service. Emotional intelligence, judgment in unusual cases, and the ability to manage sensitive situations remain human strengths. Complaints involving billing disputes, service failures, or personal distress often require empathy and nuanced decision making that AI systems still struggle to replicate reliably.

Shifts Rather Than Sudden Disappearance

Rather than an immediate collapse of call centres, many analysts expect a gradual transformation. Human agents may move away from repetitive queries and focus on higher value interactions. Roles could shift toward oversight, quality control, and handling complex cases that automated systems cannot resolve. This transition, however, will require retraining and investment in workforce development.

Regional Impact and Uneven Effects

The impact of AI on call centres is unlikely to be evenly distributed. Countries heavily reliant on outsourced customer service work may feel the effects more sharply. At the same time, firms in these regions may also benefit from adopting AI technologies themselves, creating new roles in system management, data analysis, and AI integration.

A Sector at a Crossroads

The call centre industry is approaching a critical turning point. Artificial intelligence is already reshaping customer service expectations, pushing companies toward faster and more automated solutions. Whether this results in widespread job losses or a redefinition of human roles will depend on how businesses, governments, and workers respond. What is clear is that customer service is changing, and the days of large teams handling repetitive calls are increasingly under pressure.