AI can help in call centres, but humans still deliver better results

Artificial intelligence (AI) is rapidly changing the customer service industry, according to an article published by the Latvian news site Kursors.lv on 19 October 2026 about call centres, where customers are served by phone.

Companies are deploying AI voice assistants and virtual receptionists more and more actively. The stated aims are to cut staffing costs, provide support outside working hours and handle a growing flow of calls more efficiently.

New employment data

The article refers to data recently made public by the venture capital firm Andreessen Horowitz, known as a16z. A venture capital firm is an investor that funds start-ups and technology projects. The data concern global call centre employment after more than a decade of growth.

The portion of the source text available is truncated, so it does not show what exactly the data indicate, and no specific figures are given.

Humans or AI

The article's headline says that AI can be useful in call centres, but humans still deliver better results. In the available excerpt, the reasoning behind this conclusion and the details of the comparison are not provided.