The Rise of AI Voice Agents in Call Centers: A Retell AI Perspective

  • Call centers are increasingly adopting automation, with the global contact center AI market projected to reach $3 billion by 2028.
  • Retell AI offers a platform for creating AI-powered voice agents, catering to businesses seeking cost reduction and operational scalability.
  • The platform utilizes large language models (LLMs) and speech synthesis technology to deliver natural voice interactions.
  • Retell’s focus on the voice conversation experience enhances customer engagement and efficiency.
  • Despite challenges with complex queries, Retell demonstrates promise with its growing customer base and substantial venture capital backing.

Main AI News:

The call center landscape is undergoing a transformation, embracing automation at an unprecedented rate. While opinions on this shift vary, its momentum is undeniable and likely to accelerate. TechSci Research forecasts the global contact center AI market to reach nearly $3 billion by 2028, up from $2.4 billion in 2022. Additionally, a recent survey reveals that approximately half of all contact centers intend to integrate some form of AI within the next year.

The rationale behind this trend is clear: Call centers seek to streamline operations and cut costs. Evie Wang, co-founder of Retell AI, notes that companies heavily reliant on call center operations are keen to adopt AI voice agent solutions to scale rapidly without the limitations of human agents. Wang explains, “This approach not only reduces overall costs but also decreases wait times.”

Retell AI offers a platform empowering companies to create AI-powered “voice agents” capable of handling customer calls and performing basic tasks like scheduling appointments. These agents leverage large language models (LLMs) tailored for customer service alongside a speech model that converts text generated by the LLMs into voice. Clients, including contact center operators and small- to medium-sized enterprises dealing with high call volumes, such as telehealth firm Ro, benefit from Retell’s customizable tools. Whether utilizing the platform’s low-code tooling or uploading a custom LLM, businesses can tailor their voice agents to suit specific needs.

According to Wang, Retell prioritizes the voice conversation experience, recognizing it as pivotal for AI voice agents’ effectiveness. She emphasizes, “We don’t view AI voice agents as mere toys that one can create with a few lines of prompts, but rather as tools that can offer substantial value to businesses and replace complex workflows.”

In initial testing, Retell proved effective in handling calls. During a demonstration, the Retell bot seamlessly guided through scheduling a hypothetical dentist’s appointment, demonstrating its ability to interact naturally. While the synthetic voice may not match the realism of industry benchmarks like Eleven Labs or OpenAI’s text-to-speech API, Retell’s focus remains on minimizing latency and handling interruptions.

The success of platforms like Retell raises questions about the future of call centers. While automation is ideal for routine tasks like appointment scheduling, challenges persist for more complex queries, given LLMs’ propensity for inaccuracies. However, with hundreds of paying customers and substantial venture capital backing, Retell demonstrates the potential of AI-driven solutions in the call center space.

As Retell continues to evolve, navigating technical hurdles will be critical. Wang remains optimistic, highlighting the advancements in conversational AI facilitated by LLMs and recent breakthroughs in speech synthesis. She envisions a future where developers seamlessly deploy AI voice agents, enabling natural and productive interactions with users.


The integration of AI voice agents, exemplified by Retell AI, signifies a significant shift in the call center market towards automation and enhanced customer service capabilities. As companies increasingly prioritize efficiency and cost reduction, platforms offering tailored AI solutions are poised for substantial growth and influence in the industry.