How AI Call Centers Work: From Voice to Conversation
Lindsay Neilsen07 Jan, 2026Technology
AI call centers use speech recognition to convert a caller’s voice into text, then natural language understanding to detect intent, context, and emotion. A dialog engine chooses the best response using rules, data, or machine learning. Text-to-speech turns replies into natural voice, while analytics learn from every call to improve accuracy, speed, personalization, and overall customer experience over time.
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