How Telcos Are Using AI In The Call Centre
TECHLED, September 17,2025
When was the last time you called your telecoms provider and actually walked away feeling satisfied, asks Anna Ribeiro? If you're struggling to remember, you're not alone. For years, call centres have been a pain point, plagued by long waits, robotic menus and agents reading from tired scripts
But lately, something's shifting. Have you noticed that responses feel quicker, smarter, even a little more human? That's AI at work behind the scenes. And telcos are leaning into it by using AI to rethink how they deliver support, cut costs and retain customers.
AI adoption in telco call centres
The global IT and telecommunications call centre AI market was worth about US$302.9 million in 2024 and is projected to surge to US$1.005 billion by 2030, growing at a CAGR of roughly 22%. This jump mirrors a broader AI backswing across industries, as telcos also see automation as a critical way forward.