Which solution is better for your business? Costs, quality and scalability in direct comparison – with concrete numbers.
bhomy Team
November 24, 2025
12 min read
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When the phone rings and no one answers, you lose customers. The classic solution: A call center or phone service. The modern alternative: An AI phone assistant. But which solution is better? We compare both options with concrete numbers.
Spoiler
For most SMBs, an AI phone assistant is the better choice – cheaper, more scalable, and often even qualitatively better. But there are scenarios where a call center makes more sense.
01
Call Center vs AI: The Overview
0,80-2€
Callcenter pro Minute
0,15€
KI pro Minute
80-95%
Erreichbarkeit Callcenter
100%
Erreichbarkeit KI
02
Classic Call Center: Pros & Cons
Advantages of a Call Center
01**Human Empathy**: Real people can respond better to emotional situations
02**Complex Conversations**: For very complicated inquiries, humans are (still) superior
03**Negotiations**: Sales calls or complaints require human finesse
04**No Tech Hurdles**: Works without IT integration
05**Established Model**: Companies know and trust this model
Disadvantages of a Call Center
01**High Costs**: €0.80-2.00 per minute or €5-15 per call
02**Limited Availability**: 24/7 service is very expensive (3-5x surcharge)
03**Wait Times**: During high volume, callers wait on hold
04**Changing Personnel**: Quality varies by agent
05**No Scaling**: Capacity lacking during peaks
06**Minimum Volumes**: Often monthly minimum volumes required
07**Training Time**: New agents need training
03
AI Phone Assistant: Pros & Cons
Advantages of an AI Phone Assistant
01**Cheaper**: €0.12-0.25 per minute – up to 90% savings
02**24/7 Without Surcharge**: Nights and weekends at the same price
03**No Wait Times**: Every call is answered immediately
04**Unlimited Scalability**: 1 call or 100 simultaneous – no problem
05**Consistent Quality**: Every conversation equally professional
06**No Vacation, No Sick Days**: Always available
07**Ready Immediately**: Setup in hours, not weeks
08**Full Control**: You determine what the AI says and does
Disadvantages of an AI Phone Assistant
01**Complex Conversations**: AI reaches its limits with very unusual inquiries
02**Empathy**: Emotional conversations (complaints, grief) are more difficult
03**Acceptance**: Some customers prefer humans (decreasing)
04**Initial Setup**: Knowledge base must be maintained
05**Technical Dependency**: No fallback option during system failure (rare)
04
Cost Comparison: Let the Numbers Speak
We compare the costs for a company with 500 call minutes per month:
01**Call Center 24/7**: 500 × €2.50 = €1,250/month + base fee
02**bhomy Starter**: €133/month (24/7 included)
03**Savings with AI**: €1,117/month = 89%
Annual Savings
With 500 minutes monthly, you save €5,000-15,000 per year with an AI phone assistant compared to a call center.
05
Quality Comparison: Who Is Better?
Quality is subjective but measurable. Here's a comparison of the most important quality criteria:
01**Wait Time**: AI wins (0 vs. 30-120 seconds)
02**Availability**: AI wins (100% vs. 80-95%)
03**Consistency**: AI wins (always the same vs. agent-dependent)
04**Expertise**: Tie (both trainable)
05**Empathy**: Call center wins (still)
06**Scaling During Peaks**: AI wins (unlimited)
07**Multilingual**: AI wins (immediately available)
08**Flexibility with Changes**: AI wins (minutes vs. weeks)
"
Call center quality varies enormously – depending on agent, time of day, and workload. AI, on the other hand, delivers the same quality every day, every hour.
06
Decision Help: When to Choose What?
Choose an AI Phone Assistant When:
01Your calls are mostly standard inquiries (appointments, info, status)
02You want 24/7 availability without high costs
03Your call volume fluctuates (peaks without surcharge)
04You want to start quickly (days instead of weeks)
05You want full control over conversation content
06Budget is important
Choose a Call Center When:
01Every conversation is highly complex and individual
05**Integration**: AI integrates seamlessly into business software
Analysts expect that by 2028, over 70% of all first-level support requests will be handled by AI. Companies switching now have a competitive advantage.
08
Frequently Asked Questions
Yes, the switch is easy. You can start in parallel (AI takes over outside business hours) and then gradually redirect more calls to AI.
Cheaper Than Any Call Center
Experience how an AI phone assistant revolutionizes your availability – for a fraction of call center costs.
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