Top AI Call Center Tools You Should Know About in 2025

AI is making waves, and it’s already significantly affected the call center.

When battling against the queue, being mindful of call wait times, and striving to meet SLAs, AI can substantially improve call center performance for your support team, raise agent productivity, and powerfully impact customer experience.

When you’re dealing with hundreds or thousands of calls a day, upgrading to the latest technologies can significantly speed up your processes and make each customer interaction delightful. Whether that’s offering customers AI self-service through virtual assistants or knowledge bases, using conversational AI to help manage voice calls, or predicting sentiment in the call center for added insights, you can take your customer service to the next level.

AI is becoming more available for the average business. Many of your favorite tools are now powered with AI, and we’re going to explore some of the options for integrating AI into your call center.

Types of AI Tools for Call Centers

• AI Virtual Assistants — Otherwise known as chatbots or virtual agents, AI virtual assistants offer self-service customer support by handling basic customer queries. They simulate human conversation with NLP (Natural Language Processing) and learn from past interactions using machine learning, becoming more intelligent all the time.
• AI-Powered Knowledge Base — Another form of self-service for call center agents is an AI–powered knowledge base, which helps agents find context-rich results containing answers to queries using AI search. On the authoring side, generative AI can help technical writers create content faster by turning outlines into drafts, suggesting titles and metadata, and more.
• Conversational AI for Voice Calls — Conversational AI for voice calls, or voice bots, utilize AI to have human-like conversations with customers over the phone. Using Natural Language Processing (NLP) and Natural Language Understanding (NLU), voice bots can help customers with common queries, route them to the correct agent, or verify identities to speed up the support process when the customer’s call is finally taken.
• AI-Powered Workforce Management — AI-powered workforce management tools help your support team run more smoothly and evaluate performance with data-driven insights into schedule adherence and resolution time. They can also automatically forecast, schedule, and monitor the team. Analyze and evaluate your interactions to flag areas for improvement.
• Predictive Dialers and Smart Call Routing AI – Optimize outbound calling with predictive dialers and smart call routing AI. Predictive dialers automatically dial several phone numbers at the same time, predicting when agents will be available and which calls will be answered. Smart call routing, powered by AI, directs incoming customer calls to the most appropriate agent based on call history, nature of the query, and agent abilities.
• AI-Driven Customer Sentiment Prediction – Using customer sentiment prediction means you can automatically sort through thousands of support tickets and tag each issue with insights into the reason for contact, sentiment, intent, and priority. This helps you analyze a huge volume of support tickets and develop data-backed insights into where you can make improvements.

Top 6 AI Call Center Tools

Document360

Document360 is an AI-powered knowledge base designed to help call center agents manage high customer volumes while keeping response times low. With AI-assisted content creation, you can easily generate high-quality help articles that provide instant answers to FAQs, boosting self-service adoption and reducing call load. Write once, reuse anytime, and let AI suggest article titles, tags, and related content with ease.

Eddy AI, our fully integrated chatbot, works seamlessly with your knowledge base, engaging customers in a conversational style to deliver accurate answers instantly. It’s fully customizable to match your brand and provides detailed feedback and usage analytics, helping you continuously improve support efficiency.

More things you can do with Eddy AI: generate automatic frequently asked questions for every article, automatically generate a business glossary for frequently used terms across your knowledge base, and use the Article Summarizer to summarize lengthy articles in just a few clicks. Eddy’s AI-powered search helps your customers find context-rich results in a fraction of a second.

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Dialpad

Dialpad is an AI-powered customer communications platform that enables businesses to scale high-performing teams, obtain actionable insights from customer calls, conduct performance scoring and satisfaction analysis, and use integrated workforce management with a contact center solution. Achieve faster response times with Dialpad’s AI agent, a self-service chatbot, to ensure customers receive immediate answers to their questions.

Dialpad uses a proprietary technology called Dialpad GPT to provide real-time features such as transcription, call scores, and sentiment analysis to help you boost contact center performance. DialpadGPT leverages over several billion minutes of conversational data to deliver an extremely high level of accuracy in automatic speech recognition (ASR).

A highly secure and private platform, Dialpad is certified with international standards: ISO 27001, 27017, and 27018, as well as SOC 2 Type II, GDPR, and HIPAA compliance. Enterprise-ready, Dialpad is built for scale with disaster recovery plans, 24/7 support, and a 100% uptime commitment.

Freshdesk

Freshdesk is an AI-powered omnichannel help desk with AI bots that can help you automatically answer customer questions. Freddy AI is built into Freshdesk so agents can deliver fast, personalized service with enhanced productivity. Freddy AI allows you to prioritize and route customer queries, identify customer sentiment, summarize threads for agents, and suggest empathetic responses to customer conversations.

Your Agent Coach helps agents respond to customer tickets more quickly. Draft Email Generator helps agents come up with the right response in seconds. AI will help you write the perfect response just by typing a few keywords. Article Suggester helps you find the right article in the knowledge base and serve it to your customers.

If you’re looking to populate your knowledge base, Freddy AI will create whole articles for you based on a few brief bullet points. It will also suggest new articles to add next, helping documentation teams speed up the process of providing a seamless self-service experience for customers.

Zendesk

Zendesk is an AI-first customer service solution offering a range of call center products. Zendesk AI is built on billions of real customer service interactions and offers AI Agents that help your support team with high-demand periods. Zendesk AI Agents can help you automate and resolve even the most sophisticated interactions, reaching more than 80% automation across all channels.

Proactive Agent Copilot makes your agents more productive and is integrated right into their workspace. Agent copilot assists your agent right within the help desk by providing insights, suggesting replies, and taking certain agent-approved actions. It can follow complex business procedures and guide agents to ensure quality in every experience.

AI gives agents the full context of every customer ticket before they begin resolving an issue. It provides ticket summaries to explain what customers want and show how similar issues have been resolved in the past. Generative AI helps agents craft faster replies to customers by changing tone and expanding shorter text.

Nextiva

Nextiva is an AI-powered Unified-CXM platform that offers seamless interactions and conversations across all traditional, digital, and social channels, and as the name says, unifying them together so you can generate more leads and offer better customer experiences. AI helps you deploy automation and optimize customer journeys to realize even more value from Nextiva.

Chatbots can answer customer questions and automate certain requests when customers have basic queries or unavailable agents. If the chat is out of hours, chatbots will create tickets for issues that need an agent, which will be waiting for them the next time they log on. You can integrate a proactive knowledge base that can be linked from the chat to provide customers with answers to frequently asked questions.

AI works throughout Nextiva to lessen the need for agent note-taking with auto-transcription of every call. You can obtain more insights with AI-created summaries of calls, available for the manager or anyone else who needs to review the call. At the same time, audit your calls in a fraction of the time, and finally, increase the effectiveness of compliance efforts with AI.

Talkdesk

Talkdesk is an AI customer experience platform designed for support teams to reach a new standard with the help of AI Agents. From a single prompt, you can create a fully automated customer interaction, enabling your team to easily support more customers. Implement AI self-service with AI solutions like Talkdesk Autopilot for agentic AI virtual assistance, Talkdesk Navigator for AI-powered routing, and Talkdesk Shield for biometric authentication and compliance automation.

Generative AI tools like Copilot enable agents to create faster responses to customers, while Workforce Management helps you vastly improve productivity. AI-powered insights drive growth and enable smarter decision-making throughout your contact center. AI Agent Assistants can automatically recommend knowledge to agents, and suggest the next step within an interaction with a customer.

Built-in guardrails help you to predict, monitor and control AI outcomes so you always retain control of the contact center. AI is always working in support of your agents, whether it’s analyzing customer interactions and routing them to the correct agent or department or summarizing interactions after a call.

Conclusion

There is a huge range of options available for AI software in the call center. Sometimes, AI is largely invisible to the customer, such as when it’s helping agents or when customers can interact directly with a virtual assistant. As long as customers can get the help they need, implementing AI in the contact center is an essential next step for your customer support strategy.

AI knowledge base software like Document360 can significantly improve customer happiness and agent satisfaction by providing streamlined answers for customers seeking self-service. Cut down the time it takes to create help documentation and enhance the support experience with AI–powered content.

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