The next video rental store will be the call center: artificial intelligence accelerates silent change in customer service.

Written by Caio Aviz

Published on 01/06/2026 at 07:58

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AI redefines the logic of call centers, reduces adoption barriers, and points to a structural change in customer service

A technological transformation with significant business impact has already begun to affect call centers. Artificial intelligence advances in customer service at a different speed than the internet of the 1990s, when the change depended on computers, expensive connections, and new digital habits. Now, AI arrives via cell phones, computers, and systems that companies and consumers already use daily. This scenario shows that the new revolution does not need to wait for unprecedented infrastructure to gain scale.

Artificial intelligence changes technological adoption

The change follows a logic known in the technology market, as it first seems small, then arouses interest, and finally becomes inevitable. The reading dialogues with the Diffusion of Innovations Curve, presented by sociologist Everett Rogers in 1962, to explain how new technologies reach society. In practice, this advancement usually creates winners and also leaves outdated businesses behind. It was like this with print newspapers, physical stores, and especially video rental stores.

Call centers enter the center of the new revolution

In 1998, many video rental store owners would hardly believe that the internet could destroy that market. Renting movies was part of the routine of millions of families and seemed like a permanent habit. The internet was still slow, limited, and not very accessible, but it advanced until it made that model obsolete. The call center now appears as a structure exposed to similar risk because automated service already takes on tasks of relationship, sales, and customer experience.

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Human operations begin to lose space

The base text reports a direct experience with the replacement of a human operation by artificial intelligence. In less than six months, a service based on people began to be delivered exclusively by AI. The structure planned for hundreds of professionals was significantly reduced. The 180 new positions planned were never created, while the 220 existing ones moved towards only 30 legacy contracts. Part of the building planned for the operation remained empty, reinforcing the practical impact of the change.

The voice still holds part of the change

Currently, the main resistance to the full advancement of AI in call centers is still in the voice. Many people still prefer to speak by phone, especially in sensitive or more complex situations. This barrier, however, is diminishing with the rapid evolution of voice models. Automated conversations are becoming more natural and closer to human service. When this stage matures, a large part of the global service industry could be redesigned.

The future of customer service

The comparison between call centers and video rental stores serves as a direct provocation to the market. Many still disagree with this prediction, just as many doubted the impact of the internet in 1998. Major technological transformations often seem unlikely before they become inevitable. Artificial intelligence is already reshaping companies, professions, and consumer relationships. Unlike the internet of the 1990s, it doesn’t need to wait for the world to buy computers to change everything.

What do you believe will happen first: will call centers adapt to artificial intelligence or follow the same path as the old video rental stores?

The next video rental store will be the call center: artificial intelligence accelerates silent change in customer service.

AI redefines the logic of call centers, reduces adoption barriers, and points to a structural change in customer service

Artificial intelligence changes technological adoption

Call centers enter the center of the new revolution

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Human operations begin to lose space

The voice still holds part of the change

The future of customer service

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The next video rental store will be the call center: artificial intelligence accelerates silent change in customer service.

AI redefines the logic of call centers, reduces adoption barriers, and points to a structural change in customer service

Artificial intelligence changes technological adoption

Call centers enter the center of the new revolution

The almost empty “city” of Greenland, which defies urban logic, covers about 531,000 km², has few inhabitants, and looks more like a frozen territory than a traditional metropolis.

Human operations begin to lose space

The voice still holds part of the change

The future of customer service

A giant printer called the “Ferrari” of concrete has landed in Latin America and can already build a 120-square-meter house in just 48 hours, making the traditional construction site look like something from the last century.

Great Atlantic Sargassum Belt has ceased to be a climatic phenomenon and has become a biological system that feeds on itself, with 8,000 kilometers in length, 37 million tons of algae, and scientists confirm that it is now permanent.

Brazil will harvest a record crop of up to 357 million tons of grains, but it does not have the capacity to store a large part of it. The storage deficit has reached the highest level in history and is equivalent to almost the entire production of Argentina.

End of bricklayers laying brick by brick: robot places more than 2,000 bricks per day, automatically applies cement, works with only one human operator next to the machine, and transforms traditional masonry into a high-speed semi-automated operation.

Scientists have discovered that the Earth recycles its own continents in the depths, dragging pieces of crust down during plate collisions and returning them later as magma, in a mechanism called relamination that has helped build the continents for billions of years.

Turkey is building a billion-dollar shortcut to channel billions of dollars by sea with a 45 km long canal, 275 meters wide and 20.75 meters deep, which promises to relieve the Bosphorus amid the crisis in the Strait of Hormuz.

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