Executive summary
Zoom predicts that in 2026 contact centers run on virtual agents, agentic AI and avatars. Real implications for Spanish SMBs of 20 to 200 employees.
Industry analysts forecast that contact centers will run on virtual agents, agentic AI and meeting avatars as standard practice in 2026. For Spanish SMBs this redefines the minimum unit of service.
What changes
- The first contact is no longer human.
- Humans handle the complex cases.
- KPIs shift to resolution rate and post-interaction NPS.
FAQ
Do I have to replace my team?
No. Reassign them to higher-value work.
Is it expensive?
A serious pilot costs less than one additional FTE.
How do I manage internal change?
Share KPIs and let the team propose what to automate first.
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Written by
José María Lozano is CEO and co-founder of IACall, a Spanish company building AI voice agents that answer phone calls in real time. He works mainly with law firms, accountancy practices, property managers, estate agents, clinics and workshops: businesses where a missed call is a missed opportunity. IACall operates in Spanish, Catalan and Galician, with data hosted in the EU and compliance with GDPR and the EU AI Act.