The most striking change in today’s customer service landscape is the rise of artificial intelligence (AI)-based solutions. At the heart of digital transformation, these advancements are driving a major evolution, especially in the call center industry. According to IDC data, as of 2024, more than 60% of large-scale call centers worldwide are actively using AI-powered solutions. This rate is expected to reach 85% by 2027. This transformation is shaping not only technology but also human resources and service strategies.
New Roles: “AI Trainer” and “Data Analyst Representative”
With AI, the role of call center agents is evolving. Traditional job descriptions are giving way to more analytical and technological roles. Today, a call center employee is not just someone who answers calls, but also an “AI trainer” or “data analyst representative.”
AI Trainer: This new position defines experts who contribute to the continuous learning process of AI. These professionals analyze customer feedback and ensure that AI responds accurately and ethically. They are also responsible for training the system, creating scenario simulations, and eliminating incorrect learnings.
Data Analyst Representative: The new role of the data analyst representative is to interpret large volumes of data generated by AI, discover customer trends, and optimize processes. This contributes not only to immediate problem-solving but also to strategic decision support processes.
Cost Advantage and Operational Efficiency
One of the biggest contributions of AI in call centers is undoubtedly its ability to balance cost and efficiency. In traditional call centers, agents must remain available during shifts, generating costs even when they are not handling calls. In contrast, AI-powered systems operate on a pay-per-use model: no calls, no costs!
In addition:
It provides 24/7 uninterrupted service, increasing customer satisfaction.
It enables access to a global customer base with multilingual support.
It shortens average call times, allowing more calls to be resolved in less time.
The combination of these advantages offers companies a strong competitive edge at both operational and strategic levels.
Callby’s Role in This Transformation
One of the pioneers of this transformation, Callby, is making a difference in the industry with its AI-powered next-generation call center solutions. Based in Turkey, Callby delivers a powerful technology that redefines traditional customer service. So, what sets Callby apart?
AI Customer Representative: Works with a system that recognizes the customer, analyzes past data, and delivers personalized information in seconds.
Hybrid Structure with Human Agents: In complex cases, calls can be seamlessly transferred to a human agent.
Integrated Channel Management: Provides voice communication solutions not only via phone but also through websites, mobile apps, and social media channels.
Automated Feedback and Call Summary: Sends customer satisfaction surveys and detailed summary reports after each call.
It ensures uninterrupted communication even during crises, helping companies maintain customer loyalty. Additionally, AI’s real-time analytics and dynamic scalability enable handling peak demand periods without compromising service quality.
A Visionary Future: Human + AI = Superior Experience
AI does not eliminate the human factor in call centers; rather, it places humans at the center with more efficient and strategic roles. In difficult situations, human agents and AI work together to enhance operational efficiency.
This vision is most clearly reflected in Callby’s hybrid customer experience model. Speed, accuracy, empathy, and cost optimization are delivered together, increasing both customer satisfaction and operational sustainability.
📣 Step Into the Future of Call Centers with Callby
Transition to the call center solutions of the future today. Request a live demo now to experience Callby’s AI-powered customer representative solutions firsthand:
👉 Callby Demo Request Form
Or contact us: info@callby.ai