Microsoft Releases AI Call Center Stack with Voice, SMS, and Memory
33 comments
·October 28, 2025ChrisMarshallNY
If I were running an offshore call center (or writing software to support them), I’d be sweating bullets, right now.
This may not be the thing that kills them, but it’s only a matter of time.
This is also entirely predictable. We’ve known this was coming, for at least two years.
anonzzzies
It already sank their revenues in the past decade as 'support bots' were a thing before chatgpt but now it's far better, for some definition of better. But all services I used before 2020 already had 'chat bots' and that killed very many call centers / revenue then already and that's accelerating now. Now you can (for some definition of 'can') instruct the llm to ONLY escalate when nothing else works which enables many companies to get their in house staff to handle those few.
sreekanth850
I cancelled my Airtel Boradband and moved to a local provider just because Airtel implemented AI Bot, and its impossible to talk to a human.
anticristi
Can I also get the analogous code for an AI customer navigating the AI customer service to get to a human customer service?
hnlmorg
Literally the only reason in want to ring a call centre is because the online forms got me nowhere, the “press 1 for…” robot got me nowhere, and I’m desperate to speak to someone sentient, even if they are just reading from a script.
Ekaros
I wonder how many risks there are with prompt injections and "social engineering" with these. If you were persistent enough how long would it take to trick it to give you some information it should not. And would company even monitor for that?
mohsen1
Like anyone else I am also annoyed by customer service experience over the phone. However if you're on the other side of CS calls you'll notice so many calls that are for simple things that the user could easily do online. Those trivial calls takes the time from CS representatives to address more important queries. If AI CS is done right, it would be mostly a filter for helping human CS folks only deal with real issues rather than "how do I log into my account? I'm on your blog page..."
1dom
> If AI CS is done right, it would be mostly a filter for helping human CS folks only deal with real issues rather than "how do I log into my account? I'm on your blog page..."
You're right, but AI isn't needed to do this - just a competent call centre manager who watches the analytic and has control of the menus and messages.
The "real issues" that remain after the easy ones are filtered out probably aren't the issues any company would want to leave to AI anyway.
hdgvhicv
My ISP is xkcd806 compatible, although I’ve never had to invoke it.
If the AI had a similar mode that would be reasonable.
Neil44
Yeah I definitely want to speak to an AI bot when I've just been in a car crash. /s. There will be a place for this though, for people who either can't afford or don't want to pay for better.
000ooo000
https://github.com/microsoft/call-center-ai?tab=readme-ov-fi...
One annoying part of the new AI world is these worthless AI-generated diagrams. I don't mean AI generated the pixels, I mean it was asked to generate docs, maybe even a "system diagram", and the result is just noise.
nicce
Is the call worth making if it is not worth answering?
wongarsu
If the internet didn't exist this would be incredibly useful. Call the cinema to find out when the movie is playing, call a company to find out their refund policy and get troubleshooting steps for their products, etc.
Now I prefer to get this information from websites. But there is still a chunk of the population (mostly the older half) who prefer calling over websites, and maybe that's true even for these chat bots
bonoboTP
Yes. The alternative these days is often a maze of a phone menu. If I can just say my issue in complete sentences and the AI routes it appropriately and otherwise acts on it as I want, that's pretty good.
malfist
I'm sorry, I don't understand, please state your issue in complete sentences. You can say things like "help placing an order", "track my order" or "check inventory stock"
totony
Then the AI misunderstands you and you end up in a loop of autogenerated responses, or just a "please visit our website for this inquiry."
MarcelOlsz
I play a looping mp3 of "agent, advisor, assistant, human" when on a robocall and just wait for it to pipe me to a person. Talking to an AI is beneath me.
allyant
On one hand this is lovely code and seems to work well, on the other hand there are currently estimated to be 2.86 million call center staff in the US alone.
dev1ycan
if my ISP refuses to hire a human for customer service I will just replace it
This is not a ‘stack’ it is a demo app for a bunch of Azure features
> This project is a proof of concept. It is not intended to be used in production. This demonstrates how can be combined Azure Communication Services, Azure Cognitive Services and Azure OpenAI to build an automated call center solution.