Leveraging LLMs in Call Centres: Key Benefits and Use Cases

The arrival of large language models, or LLMs, marks a decisive step in the evolution of contact centres. Their current level of maturity gives IT leaders and supervisors a rare opportunity: to simultaneously improve customer satisfaction, operational quality, and cost control [1].

In a context where operational pressure is intensifying (fluctuating volumes, omnichannel expectations, recruitment constraints), these models are quickly taking on a strategic role. Today, they are among the most promising levers for absorbing activity peaks and reducing customer friction, while still supporting human teams. Let's take a closer look at LLMs [3].

What is an LLM?

A Large Language Model (LLM) is an artificial intelligence system trained on massive volumes of textual data, designed to understand, generate, or rephrase natural language (questions, summaries, translations, dialogues) with a level of fluency close to that of a human [4].

These models rely on deep architectures (neural networks, “transformer”-type techniques) that allow them to capture contextual nuances, semantic relationships, and idiomatic expressions. These capabilities are essential for making interactions more natural, accurate, and relevant.

Why are LLMs particularly valuable in call centres?

Using LLMs in a contact centre environment (call centre/contact centre) makes it possible to automate or assist linguistic tasks that were previously handled exclusively by human agents: answering frequent requests, summarising conversations, intelligent sorting and routing, agent assistance, and more [5].

For IT leaders and supervisors, the value is twofold: these models can both reduce operational workload, streamline the customer journey, and deliver productivity gains while maintaining–or even improving–service quality.

How can an LLM be used in a call centre, and what are the benefits?

Deploying LLMs delivers measurable improvements across several strategic dimensions for contact centres. Here are the key ones:

LLMs in call centres help reduce handling time

They can be used to instantly analyse a customer's history, suggest relevant responses, and structure the key elements of an interaction. Agents no longer need to juggle multiple interfaces or manually reconstruct context from memory. LLMs significantly reduce cognitive load and unnecessary actions [5].

In practice, this leads to:

• Preformatted but customizable responses that are often more consistent than static scripts
• Intelligent prioritisation of requests based on urgency and intent
• Significantly reduced navigation between business tools
• A noticeable decrease in after-call work, thanks to automatic summaries or interaction note generation

In some contact centres, the fine-grained automation enabled by LLMs has reduced average handling time by up to 40%, depending on request complexity and workflow maturity [6].

A clear improvement in customer satisfaction

As you might expect, the value of LLMs is not limited to speed alone. They bring a much more nuanced understanding of context and intent, enabling more accurate responses to customer needs–an aspect frequently highlighted by industry experts [3].

This typically results in:

• Fewer transfers, as LLMs help agents resolve more requests on the first contact
• Better cross-channel consistency, with models maintaining conversational context from one channel to another
• 24/7 availability for recurring requests, without degrading perceived quality

The result is paradoxical but very real: even as more processes are automated, the experience feels more human, because responses are more relevant and coherent.

Better recognition of agents' work

From a team perspective, LLMs also transform daily work. Supervisors observe that tools which reduce repetition–rather than monitor performance–significantly boost engagement. Agents can focus on higher-value tasks, gain autonomy, and avoid fatigue caused by repetitive requests.

LLMs introduce a new dynamic:

• Fewer mechanical scripts
• More problem resolution
• An environment that supports rather than constrains

In a context of high turnover in contact centres, this dimension becomes strategic.

Unprecedented visibility for IT and management

By adopting LLMs, leadership teams and managers gain a much finer-grained view of volumes, interaction quality, and customer pain points. And as you'll agree, this is a critical criterion for steering coherent technology investments [5].

These insights make it easier to:

• Prioritise projects based on concrete data
• Make rational budget decisions grounded in real customer experience impact
• Justify IT investments to executive leadership, a frequent requirement in the post-generative AI era

Challenges of integrating LLMs into call centres

Adopting an LLM for a call centre opens up significant opportunities, but integration is far from a simple plug-and-play exercise. For IT teams and operational leaders alike, several technical, organisational, and regulatory challenges must be anticipated.

Don't overlook technical and software considerations

The first challenge lies in integrating an LLM into an existing IT environment made up of multiple components: CRM, cloud telephony, ticketing, middleware, QA tools, and more. Each contact centre has its own ecosystem, often built through years of layered technologies.

The most common risks include:

• Imperfect compatibility between existing systems and LLM APIs
• Heterogeneous, sometimes undocumented data flows
• Higher-than-expected infrastructure requirements (latency, GPUs, query costs)
• Managing hallucinations, a well-known phenomenon where the model generates incorrect or unverified responses

To mitigate these risks, analysts recommend a phased approach: start with contained use cases (conversation analysis, summary generation, dynamic datasheets), then gradually expand to sensitive tasks such as automated customer responses.

More and more companies favour API-based integrations, as they allow the LLM to be isolated from core business systems and provide better control over data exposure. Modern CCaaS platforms (such as Ringover) facilitate this approach through ready-to-use APIs and add-ons that reduce error risk during early deployment phases.

Legal and ethical considerations

Integrating an LLM into a call centre involves processing large volumes of sensitive data: phone conversations, emails, incident histories, contractual elements, detected emotions, and more. In an increasingly strict European regulatory environment, this goes well beyond basic IT compliance.

Key challenges include:

• Personal data protection (retention, minimisation, consent)
• Data localisation, a critical issue when models or databases are hosted outside the EU
• Bias risks, documented in most LLM studies [7]
• Processing transparency: customers must know when and how AI is involved, directly or indirectly
• Traceability of AI-generated or AI-assisted decisions

Organisations that succeed in this transition typically establish a clear governance framework with:

• Strictly controlled access policies
• Regular audits of generated responses
• Transparent documentation of data usage
• Human validation cycles for critical tasks

Organisational impact and change management

Even when an LLM is technically well integrated, the main challenge is often human. Teams that view AI as support rather than a threat adopt new tools more quickly and develop strategies that improve productivity.

Key aspects to consider during deployment include:

• Agent training, so they learn how to collaborate effectively with the model
• Updating internal processes, especially for QA and response validation
• Internal communication, to avoid the perception that AI “replaces” rather than assists
• KPI adaptation, as certain metrics (AHT, FCR) evolve rapidly with automation

Where are you in this transition?

LLMs for call centres are already redefining how professionals manage interactions, structure information, and collaborate. Far from AI hype, we are already seeing tangible gains in perceived quality and operational speed.

The next steps are becoming clear: wider adoption of multimodal models [8], more refined semantic analysis, real-time contextual assistance, and enhanced supervisory control. You can already get a glimpse of this through the AI solutions developed by Ringover (AIRO Coach, Empower, Pitch Room, etc.).

These signals show that AI is becoming a lasting foundation–not just a passing trend.

This leaves one essential question: where are you in this transition?

Some organisations have already laid the groundwork through deeper automation, internal assistants, or conversation analytics, while others are just beginning to explore the topic. Whatever your position, the challenge now is to identify high-value use cases and move forward step by step while involving your teams.

This is how a truly augmented contact centre is built: an environment where AI strengthens human capabilities, customer experience becomes more fluid, and every interaction remains a source of continuous improvement.

LLM Call Centre FAQ

What does LLM mean?

LLM stands for Large Language Model. It is an artificial intelligence model trained on vast amounts of text to understand, generate, or transform natural language.

In a call centre, it is mainly used to analyse conversations, assist agents, automate responses, or enrich customer data.

What is the most powerful LLM?

“Power” largely depends on your specific needs and use cases, but among the most comprehensive models on the market are:

• Mistral Large or Mixtral
• Llama
• GPT (OpenAI)
• Claude (Anthropic)
• Gemini

Which vendors and tools provide LLMs for call centres?

Three main categories stand out:

• Model providers: OpenAI, Anthropic, Google, Mistral AI, or Meta (Llama) offer raw models accessible via API.
• CCaaS platforms using LLMs: Solutions such as Ringover, Zendesk, or Genesys already embed conversational analytics, summarised speeches, or assisted response capabilities, significantly reducing integration effort for contact centres.
• Middleware LLM tools: Solutions like LangChain, LlamaIndex, or vector databases (Pinecone, Weaviate) help manage models, handle context, secure data, and integrate LLMs into internal workflows.

How does an LLM work?

An LLM learns the structure and nuances of language by processing billions of sentences. Concretely, when it receives a query, it:

• Interprets intent
• Searches within its context (prompts, internal data via RAG, history)
• Generates a response by predicting the most likely word… then the next, and so on
• Leverages your business data if connected (product catalogues, CRM, internal macros)

Can I use ChatGPT for customer service?

Technically yes–but not as-is, for obvious security reasons. The public version of ChatGPT is not designed to handle sensitive data or integrate with business tools.

For call centre use, it is recommended to rely on:

• The API
• A CCaaS platform that encapsulates the model
• Or an enterprise version (ChatGPT Enterprise, Azure OpenAI) offering data isolation, encryption, no training on your prompts, and enhanced GDPR compliance

What are the priority LLM use cases for a call centre?

The most impactful use cases are those that immediately reduce team workload:

• Automatic call summaries: reduce after-call work and improve handovers
• Semantic and intent analysis: identify pain points, prioritise escalations, better coach agents
• Real-time assistance: response suggestions, rephrasing, procedural guidance
• Automation of repetitive requests: contact detail changes, order tracking, document delivery
• Ticket enrichment: automatic categorisation, intent detection, context reminders
• Accelerated training: conversation simulations, best-practice summaries, self-coaching

Which KPIs and metrics should be measured after deploying an LLM in a call centre?

Contact centres adopting LLMs typically track three categories of indicators:

👉 Operational performance

• AHT (Average Handling Time)
• First Contact Resolution (FCR) rate
• After-call work (ACW) time
• Task automation rate

👉 Customer experience quality

• CSAT
• NPS
• Repeat call rate
• Semantic analysis insights

👉 Team impact

• Average agent ramp-up time
• Tool adoption rate (actual use of AI suggestions)
• Reduction in cognitive workload

How can compliance and data protection be ensured for an LLM in a call centre?

Security must be a core component of your deployment. Key requirements include:

1. Choosing a GDPR-compliant model or platform, prioritising enterprise versions or EU-hosted models
2. Implementing strict data segmentation: encryption, access tokens, log audits, retention policies
3. Adopting a secure RAG architecture to ensure data remains internal and is never used for model training
4. Governing sensitive prompts: forbidden keywords, PII masking, automatic filtering
5. Supervising usage and limiting autonomous decision-making: LLMs should assist, never act without human validation on critical operations
6. Establishing AI governance: charters, procedures, documentation, and regular audits to prevent drift or bias

Well-managed compliance is often a competitive advantage, as it allows organisations to leverage AI while strengthening customer trust.

Citations

• [1]https://www.forbes.com/councils/forbestechcouncil/2024/09/20/how-llms-are-transforming-the-customer-support-industry/
• [3]https://www.soprasteria.com/services/consulting/insights-and-publications/generative-ai-from-exploration-to-impact
• [4]https://en.wikipedia.org/wiki/Large_language_model
• [5]https://www.twoimpulse.com/en/insights/transform-customer-service-large-language-models
• [6]https://convin.ai/blog/average-handling-time
• [7]https://www.datacamp.com/blog/understanding-and-mitigating-bias-in-large-language-models-llms
• [8]https://www.ibm.com/think/topics/multimodal-ai

Published on January 6, 2026.