Call Centers Struggle Amid AI Disruption, Goldman Sachs Analysis Finds
A new analysis by Goldman Sachs Research reveals that call center employment in the United States is 39% below its historical trend, making it the most AI-disrupted sector in developed economies.
According to a report published on August 19, 2026, industries with greater exposure to artificial intelligence (AI) have seen slower job openings growth since the second half of 2022. Call centers, which have been heavily impacted by AI, are not an exception.
The Goldman Sachs Research analysis found that for every 10% increase in AI exposure, annual staffing growth falls by 0.2 percentage points in the United States and by more than 0.6 percentage points in Australia.
Andy Challenger, chief revenue officer of Challenger, Gray & Christmas, noted that 'Hiring has also increased over last year by 25%, so while AI is shifting the labor market, it is not dismantling it.'