6 Companies Using Artificial Intelligence Call Centers in 2026

Traditional call centers are undergoing a major overhaul. If customers expect 24/7 support, it’s a big demand. So, it is a little surprise that companies are turning to artificial intelligence to meet their expectations.

Expect artificial intelligence call centers to be one of the biggest trends of 2025 — transforming customer service by enabling companies to offer access to fine-tuned support chatbots around the clock, with virtual copilots responding to customer inquiries faster.

The Intercom Customer Service Trends Report 2024 finds that 45% of support teams are already using AI as part of their operations.

Below we’re going to look at 6 companies using artificial intelligence to transform call centers into well-oiled machines and what we can learn from their experiences.

6 Companies Using Artificial Intelligence Call Centers

6. Klarna AI

Klarna AI has also been developing an AI assistant powered by OpenAI’s large language models (LLMs) to help manage customer service tasks.

So far, the AI assistant has had 2.3 million conversations, taking on two-thirds of Klarna’s customer service chats, or the equivalent work of 700 full-time agents.

Klarna’s AI also demonstrates that automated support doesn’t necessarily negatively impact customer satisfaction. For example, the chatbot maintains the same customer satisfaction score as a human agent, but it’s helped to solve issues significantly faster, with resolutions taking an average of 2 minutes compared to 11 minutes.

5. Alorica

Tech startup Alorica has also recently seen some positive results from rolling out

Google Cloud’s Contact Center AI as part of its digital customer experience platform.

Since the rollout, Alorica found there has been a 120% increase in engagement compared to the use of a rule-based chatbot, potentially due to being able to produce more sophisticated and contextually relevant responses.

In addition, the company says human sales teams are benefiting from AI as part of the AVA Business Consultant, which has helped reduce time spent on proposals, with information that used to take 12 hours to gather now taking just 30 minutes.

“People like to say AI is a game changer — that’s quippy, but it’s actually a redefinition of success, and the holistic embrace of AI is our focus,” Max Schwender, co-CEO of Alorica, told Techopedia.

“AI has boundless potential in our space, but here are just a few examples of what we’re doing today: real-time analytics that provides valuable insights to assist decision making, metahumans offering 24/7 instant responses, better and more intelligent routing that directs inquiries faster, and fraud detection capabilities enhancing security,” Schwender said.

4. Regal

Cloud contact center Regal is also looking to use AI agents to enable companies to better manage outreach. In October 2024, Regal raised $40 million for an AI contact center solution designed to read customer intent signals and trigger outbound interactions.

For instance, Regal’s AI can manage predefined customer signals taken throughout the customer journey, and then trigger an automated action, such as a text, call, or email. This takes the pressure off of human reps, so they don’t need to handle all the manual back and forth.

Alex Levin, CEO and co-founder of Regal, told Techopedia:

“Many customer interactions are mishandled by legacy “low-touch low-cost” contact center strategies, leading to unhappy customers and bad customer outcomes.

“Unlike traditional contact center software, Real understands real-time customer intent signals and then uses a blend of Regal AI agents and human agents to deliver personalized interactions.”

3. Microsoft

One of the most notable companies that started using AI as part of their call center operations is Microsoft. The company is already using Copilot to train chatbots to respond to user’s questions.

These chatbots are able to search through company manuals and resources to respond to customer questions with relevant information. They will also help human contact center agents find the information they need without having to search for it manually.

Microsoft’s use of AI in its call center operations shows that the tech industry’s approach to AI customer service is changing.

2. Parakeet Health

We’re also starting to see generative AI contact centers being rolled out in the healthcare sector. In October 2024, AI voice platform Parakeet Health raised $3 million in seed funding for an AI call center agent that can perform autonomous actions.

Parakeet Health’s AI agent can answer inbound calls, make outbound calls, and even text patients. This approach means that human customer support staff don’t need to conduct outreach manually.

The solution is designed to address staffing shortages and limitations that slow down patient care and outreach and enable 24/7 availability of healthcare support.

1. Cisco

Cisco is also turning to AI to help third-party call centers better serve their customers.

“AI is revolutionizing contact centers by enhancing the experience for agents, customers, and businesses alike,” Jay Patel, SVP & GM of Webex Customer Experiences Solutions at Cisco, told Techopedia.

Using virtual agents in this manner can increase the reach of a customer support team without displacing human workers.

Patel notes that AI-driven features like suggested responses, topic analytics, and automatic customer satisfaction scoring can all help human support agents streamline their communications with customers.

“For customers, Cisco’s new Webex AI agent acts as a self-service concierge with natural voice capabilities and the ability to act on customer requests, delivering immediate and effective support so they can get the answers and assistance they need, right when they need them,” Patel said.

What Our Experts Say About AI Call Centers

“AI is revolutionizing call centers by combining predictive analytics, customer insights, and real-time support tools to enhance customer experience (CX) in a way that’s both efficient and highly personalized,” Craig Crisler, CEO at SupportNinja, told Techopedia speaking on AI’s use in call centers.

“While AI can handle routine inquiries through chatbots and virtual assistants, enabling faster response times, human agents still play a crucial role.

“AI frees these agents to focus on complex or emotionally nuanced interactions, creating a blend of automated efficiency and human empathy that drives customer satisfaction.”

Julie Geller, principal research director at Info-Tech Research Group, told Techopedia:

“AI is playing a big role in reshaping call centers by analyzing customer interactions to spot patterns and anticipate common questions.

“Equipped with predictive insights, call centers can prepare in advance to help reduce call volumes and allow agents to concentrate on resolving more complex issues rather than just managing inquiries.”

But are there risks that call center AI could displace human workers in the future more broadly?

Not according to David Hoekstra, product evangelist at Calabria.

“AI’s impact on the call center workforce will be transformative over the next decade. Contrary to concerns about job displacement, a significant 70% of call center managers believe that the number of agents will actually increase.

“AI will enhance human capabilities, creating a higher demand for well-trained agents who work alongside AI technologies and effectively engage with customers.”

The Bottom Line

Each of these companies demonstrates that the traditional contact center experience is changing. Call center artificial intelligence software gives organizations much more control over what customer support tasks are automated while giving human support agents access to useful information and summaries that they wouldn’t have access to before.

Based on these early pilots and solutions, using AI in a call center appears to be a win-win — but we are still early days in this industry.

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