Call centers are rapidly embracing automation, with the global market for contact center AI expected to reach nearly $3 billion by 2028, up from $2.4 billion in 2022. A recent survey revealed that around half of contact centers are planning to adopt some form of AI within the next year, driven by the desire to reduce costs and improve efficiency.
One company at the forefront of this trend is Retell AI, which offers a platform for creating AI-powered “voice agents” that handle customer phone calls and basic tasks like scheduling appointments. These voice agents are powered by large language models fine-tuned for customer service and a speech model that converts text generated by the models into speech.
Despite some limitations in terms of realism, Retell’s voice agents have shown promise in handling tasks like appointment scheduling with low latency and accuracy. The company has attracted hundreds of customers who pay per minute of voice agent conversation, leading to significant revenue generation.
While automation may be well-suited for basic tasks like appointment scheduling, more complex queries pose a challenge due to the tendency of language models to provide inaccurate information. However, Retell’s co-founder Evie Wang remains confident in the company’s approach, citing recent advancements in conversational AI technology.
As the debate over the future of call centers continues, it is clear that automation is here to stay. With companies like Retell leading the way in developing AI-powered solutions, the industry is poised for further innovation and growth in the coming years.