Business model of AI-based call centers without human operators: economic, managerial and technological aspects

Abstract

The relevance of the study is driven by the growing demand for automation in customer service within the context of business digitalization and the need to reduce operational costs while maintaining high service quality. Global market attention is focused on the implementation of operator-free call centers that utilize artificial intelligence algorithms to autonomously receive and process customer inquiries. The aim of this study is to conduct a comprehensive analysis of the business model of AI-based call centers without human operators by assessing their performance, internal organizational transformations, and level of technological integration, thus substantiating the conditions for their effective functioning in a digital enterprise environment. The research methodology is based on comparative analysis, case studies of real-world implementations, elements of a functional approach to evaluating technological solutions, and an examination of regulatory aspects concerning data protection in automated service systems. Results. The scientific novelty lies in the structured identification of key constraints to the development of operator-free AI call centers, as well as in the proposed systematization of managerial transformations related to the shift from human-centered to algorithm-driven service models. The study has revealed that such systems are not only tools for cost optimization but also sources of strategic advantage due to personalization, predictive analytics, and rapid scalability. Major implementation issues include limited natural language processing accuracy, insufficient training data, difficulties with CRM integration, and cybersecurity threats. It has been proven that deploying such solutions requires the adaptation of managerial approaches, updated quality control regulations, and compliance with digital ethics standards. Conclusions. The research confirms that operator-free AI call centers serve as a strategic tool of service digital transformation, combining cost-efficiency, service flexibility, and analytical value, while their successful implementation depends on management adaptation, overcoming technological barriers, and adherence to digital ethics. Future research should focus on the development of industry-specific performance evaluation models for AI call centers and the creation of unified protocols for transparency and accountability in the application of autonomous algorithms in customer service.