How Call Center AI Solutions Are Revolutionizing Sales Service in 2025

In 2025, contact center AI software will mature—and become mandatory.

AI is no longer optional for call centers—it’s a necessity. AI tools have become essential for staying competitive, with technologies like conversational AI, emotionally intelligent chatbots, and generative AI leading the way. 

These systems don’t just automate processes; they enhance customer interactions, improve efficiency, and allow agents to focus on what they do best. As the technology matures, call centers that embrace AI will see significant gains in productivity, while those that don’t risk falling behind.

While AI seems to be the trend everywhere in 2025, here we’ll focus on various ways AI tools are being used in contact centers, including conversational AI, and what the benefits are for your business.

This trend article is part of the series, “Contact Center Trends,” helping you stay current with issues, technologies, best practices, and strategies that impact your business. Our aim is to provide tools and guidance that will improve productivity, efficiency, and sustainable profitability for your sales and lead generation team.

AI in the call center takes center stage

The rise of AI has transformed the way we think about customer engagement, and its impact on call centers continues to grow. Tools like ChatGPT and other advanced AI systems have made the technology accessible and practical, shifting AI from a futuristic concept to an everyday tool that drives real results. 

What was once a buzzword used in enterprise C-Suites is now a critical part of modern call center operations, helping businesses streamline processes, enhance customer interactions, and boost efficiency..

AI moves from understanding to generating

What makes tools like ChatGPT so powerful is that they’ve raised the bar for what’s possible.

As Convoso CEO Nima Hakimi wrote, “AI has moved from understanding what conversations are about, to knowing what to do with them. It’s this move from understanding natural language to generating it that’s at the heart of the recent leap forward in AI.”

The growth of Generative AI, or GenAI, has virtually overnight led to a paradigm shift in the way brands are doing business—and the scale at which this is possible. Generative AI is helping people write emails and code software, analyze data and better understand what their customers are thinking and feeling. 

Call center AI moves from “maybe” to mandatory

In all likelihood, your call center—or your competition’s—is already leveraging AI-driven solutions. AI utilization in call centers is growing at an incredible rate. Research from Markets & Markets shows that the compound annual growth rate is 21.3%. 

While those who have already adopted new solutions may not have unlocked the full potential of call center AI software just yet, these numbers point to one simple truth: today’s organizations need to adopt and leverage AI before they risk falling behind their competition.

In the next year, it’s predicted that generative AI will drive the first overall improvements in customer experience metrics in three years. Meanwhile, Forrester research also predicts that AI initiatives will spur a new age of creativity, by boosting productivity by 50% and unlocking more time for creative problem-solving and customer-focused innovation.

Let’s dig into the sorts of AI call center solutions that are driving rapid growth.

AI call center technology in action

Like the algorithms that power predictive dialer software, AI call center technology and machine learning processes often work in the background to expand and enhance contact center capabilities.

Indeed, some call center solutions offer AI for lead generation, pre-qualifying leads, quality and compliance monitoring, smart call routing, and more. However, as you’ll see here, more and more AI is taking center stage at today’s contact centers—and it’s capable of playing an even more prominent role in driving call center profits.

Intelligent Virtual Agents

IVA technology can help call centers strategically manage and scale customer conversations over text. Rather than load more requirements on agents who are already stretched thin, a conversational AI-powered IVA can take on two-way text conversations to set sales appointments, schedule callbacks and much more.

Conversational AI Voso offers efficiency and augmentation

Voso.ai helps teams leverage cutting-edge conversational AI to accelerate their sales pipeline and drive revenue growth.

Capable of holding fluent human-like conversations over both SMS and voice, this solution can serve as a linchpin of your outreach and customer engagement strategies. Voso.ai can:

• Engage with leads quickly

• Schedule callbacks and sales appointments

• Pre-qualify leads and transfer them to closing agents

• Set automated reminders

• Re-engage aged leads and dropped callers

• Handle Q&A and self-service

With the ability to understand the intent of customer responses and respond naturally, Voso.ai is a breakthrough AI technology for contact centers—one that your customers will experience as though conversing with a live agent, whether over voice or text.

Voso.ai delivers personalized experiences in the channel of your customer’s choice. And as it automates routine interactions at scale, your agents will suddenly be free to focus on what matters most: generating leads and closing sales to move your business forward.

Generative AI

Generative AI tools can come in handy at virtually any contact center. The name of the game in AI is increased efficiency. Using a powerful generative AI can help sales and lead gen teams create text for a variety of uses in significantly less time. 

For example, consider building or improving sales scripts using AI. Simply ask ChatGPT or another tool what you should include, and continue to refine your prompts. The fluency and competency of its answers may continue to surprise you.

AI-powered call center QA

Call centers are complex operations. But when it comes to what’s behind most mistakes, the primary cause is rather straightforward: it’s simple (and often preventable) human error. 

AI tools like Balto’s Real-Time Guidance can monitor performance and provide quality assurance for a volume of calls that are simply impossible for human QA teams to replicate. In the process, they can uncover trends to help call centers make improvements and win back lost revenue.

AI-powered QA and call monitoring tools not only analyze calls, but deliver results to managers by talking to them. For example, asking a simple phrase with incredible power: “Show me all of my calls where…” to identify specific trends or behaviors.

Reporting and predictive analytics

QA software delivers rich data on agent conversations, but there’s many more insights from an average day of sales. Equip managers with call center reporting tools capable of sending custom, automated reports at the pace you need to understand performance and take effective action. 

Step the automation up yet another notch with AI-driven predictive analytics. Found within many of today’s top CRMs, predictive capabilities can crunch your customer data to identify trends and outreach strategies, score and prioritize leads, and much more.

As Convoso’s CPO Bobby Hakimi points out, you can also use natural language interaction to easily dig deeper into your call center analytics and come up with improved strategies:

“You can even ask [an AI] for suggestions like ‘What is the best time to call based on my success rate, sales, conversion, or customer sentiment? All of that is information the AI can consume and give an answer back to you…You can get very intelligent information that helps you make better decisions and optimize your contact center.”

Interactive voice response (IVR)

Though they’ve been around since well before AI, some up-to-date intelligent IVR systems now use AI-powered voice response and analytics to automate call routing. 

If you have an automated message that you need to communicate, an IVR system can send personalized messages over multiple channels to your consent-based leads. You can guide customers and leads through a series of options using a conversational IVR system to minimize the automated feel.

Answering machine detection (AMD)

Every outbound call center manager is probably familiar with the issues answering machines and voicemail can cause. Teams of sales and lead gen agents need to stay in rhythm to consistently have successful conversations—and frequent voicemails are a surefire way to disrupt that. A highly accurate answering machine detection solution can help combat this problem.

The most accurate solutions are trained using machine learning. Convoso trained its own AMD solution on billions of calls in order to improve the tool’s ability to more accurately determine whether there is a human or voicemail message on the other end. 

The time savings and efficiency that an accurate and fast AMD solution will produce can be jaw-dropping for agent productivity. 

One of many examples is VP Sales Jessie Daniels of One Health Direct, an enterprise-scale outbound call center, who shared that before switching to Convoso, voicemails weren’t only getting in the way of success and they were driving higher turnover. “[Agents] were leaving,” Daniels told us. “They were saying, ‘I’m not going to be able to make a living on answering machines all day.’” 

After making the switch to Convoso, Daniels’ team saw 70% fewer voicemails, causing agent commissions and morale to skyrocket, showcasing the true power of AI and machine learning in the call center.

Benefits of using AI call center technology

As technologies advance and telemarketing demands change, call center AI software opens numerous possibilities to keep your business thriving. Ultimately, adopting contact center AI in your operation gives you another tool to compete in your industry, to increase efficiency, and to stay current with best practices and compliance.

1. Discover and qualify leads

Call center AI solutions can greatly simplify the lead generation and qualification process. 

By analyzing your CRM data to find qualified leads from existing customers, AI can help you find new sales opportunities and score your leads to help streamline prioritization.

Meanwhile, with a conversational AI solution like Voso.ai, you can get the support you need to automate outbound calls and texts. Leading friendly, fluent interactions on its own and across channels, your virtual agent will pre-qualify and nurture leads, set appointments, and ensure that your live agents are free to speak with the most qualified leads.

2. Increase contact rates and conversion rates

Low contact rates are one of the biggest challenges today for call center revenue teams. By pre-qualifying leads and setting up sales appointments with call center AI, you can increase the number of conversations for your live agents. Intelligent virtual agents work to increase contact rates.

Live agents who only speak with qualified leads avoid time wasted on voicemails, hang-ups, and dropped calls. And when they get on the phone, the lead is much more likely to convert. Contact center teams can maximize their time and efforts, getting big results that benefit everyone.

3. Operate with compliance confidence

We talked about the prospect of implementing quality assurance in your contact center with AI. While tools like dynamic scripting software can improve agent conversations, auditing call interactions using AI supports stronger adherence to scripts, regulations, and company standards for more comprehensive compliance control.

“AI in terms of quality control is really going to play a huge role in better conversations, more compliant conversations, and ultimately, increased results in agent performance. For example, there’s an integration we have that will coach and listen to your agents in real-time and let them know if they’re off-script or not, or if they’re using the right rebuttals or not… Are they talking too fast?” – Nima Hakimi, Convoso CEO and Co-Founder 

4. Get performance insights and build strategic campaigns

Intelligent analytics reports will give you insights into the successes and problems within each of your campaigns. With this information, you can make better strategic decisions based on the how and why of lead and list performance. Better yet, in some systems, AI is capable of uncovering those insights on its own. 

With predictive analytics and data mining tools like those described above, sales teams can leverage call center AI tools to do the time consuming number crunching and bring improved strategies to their sales pipeline much faster.

5. Reduce call center costs

According to a global AI survey, 44% of executives in companies that use AI have realized cost reductions. In call centers, AI reduces the amount of time and money you spend on labor costs. With less training and fewer agents required to meet targets, your scaling costs can drop significantly. Adopting AI for your outbound call center can both increase conversion rates and lower customer acquisition costs. 

The result? Greater scale that was previously impossible, says Convoso’s CEO and Co-founder, Nima Hakimi: “Scale without automation doesn’t exist. Sometimes it’s a bit challenging. Technology isn’t always easy. But once it’s implemented and you get the hang of it, you can take things to the next level.”  

AI call center software: The future of lead generation and sales

The trend to incorporate the advanced capabilities of AI technology into contact center operations will continue in 2025, as marketing and sales teams look for more ways to stay competitive. Taking advantage of AI tools for your contact center, you can lower costs, improve productivity, and boost sales to grow in 2025 and beyond.