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Call centers are likely to automate more routine contacts, but the available evidence points to changing work—not the disappearance of human agents. Self-service can handle simple requests, while AI can assist with routing and agent tasks; people remain important when a case is complicated, unusual, or depends on judgment and context.
Will AI replace call-center agents?
Some routine tasks are likely to move to self-service or automated systems. That does not mean every contact-center job will vanish: the evidence supports a shift in which tasks people do, not a forecast that all agents will be replaced.
The clearest employment projection is U.S.-specific. The Bureau of Labor Statistics (BLS) projects customer-service-representative employment to decline 5% from 2025 to 2035, while averaging about 289,500 openings a year over the same period. The BLS says those openings are expected mainly because workers transfer to other occupations or leave the labor force. These figures cover customer-service representatives across industries and channels—not call-center jobs alone, and not the global workforce. See the BLS occupational outlook.
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Why are call centers automating routine service?
Customers can already complete some straightforward tasks through self-service systems, mobile apps, and social media instead of speaking with an agent. The BLS says technical advances may allow these systems to take on more tasks. Automation is therefore most likely to reduce human involvement in repeatable, clearly defined interactions before it replaces work that requires resolving exceptions or understanding a customer’s circumstances.
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Automation can also support the people who remain. Call routing and agent-assistance tools may help direct contacts or support agents during interactions; those functions are different from fully resolving a customer’s issue without a person. The 2024 Call Centre Helper survey indicates what respondents hoped AI would achieve, not what it had demonstrably achieved: 38% expected less manual work, 35% expected better customer experiences, 32.6% expected improved team performance, and 29.2% expected more time for complex work. Read the 2024 survey.
What work is likely to remain for people?
Human agents are especially useful where the request does not fit a standard flow or where a decision depends on context. The BLS notes that some companies may keep in-house centers to distinguish their service through help with complex matters such as account refunds or insurance coverage. That is a specific example of why automation and human service can coexist: a system can handle simple tasks while an agent takes over when a case needs closer attention.
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- Exceptions: requests that a standard self-service path cannot resolve.
- Complex cases: issues such as disputed refunds or questions about insurance coverage.
- Context-sensitive help: interactions where understanding the customer’s situation matters to the response.
The exact balance will vary by industry, employer, and type of interaction. The evidence does not establish a single future staffing model for every contact center.
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No. The International Labour Organization (ILO) reports that one in four workers worldwide are in occupations with some exposure to generative AI. It identifies transformation of jobs as the likeliest effect because most occupations include tasks that still require human input. This is a measure across occupations globally—not the share of call-center jobs that will be automated or lost. The ILO also reports that 3.3% of global employment falls into its highest GenAI exposure category; that figure is not a call-center forecast either. Read the ILO’s 2025 exposure index.
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How could automation change the agent’s working conditions?
Automation may affect more than headcount. Systems that assign, monitor, or evaluate work can change how closely employees are tracked, how quickly they are expected to handle contacts, and how much discretion they have. In broader workplace evidence, the ILO says algorithmic management can improve productivity and service quality while also raising risks to worker surveillance and job quality. Its findings describe differences across countries and settings; they should not be treated as a measured outcome for every call center. Read the ILO’s discussion of algorithmic management.
For employers and workers, the practical question is whether a new system improves service without making work less sustainable. The ILO’s Uma Rani, a senior economist and report co-author, said: “Social dialogue and strong industrial relations are key to ensure that employers and workers can mitigate the possible negative impact on job quality and that workers are protected.”
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Will call centers disappear?
The evidence does not support that conclusion. It points to more automation for simple interactions and continued human involvement in difficult or context-dependent cases. In the United States, the BLS projects a decline—not an end—in the broader customer-service-representative occupation, alongside substantial annual replacement openings. Globally, the ILO’s GenAI figures describe occupational exposure and likely task transformation, not a call-center job-loss count.
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